How It Works

From gap detection to continuous improvement

We help organizations with multiple service points measure the real execution of their processes, identify improvement opportunities and sustain operational standards over time.

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The problem

Most operational problems are invisible from management

Internal reports show indicators. Field audits show what really happens.

Without independent measurement, many differences in service quality, commercial execution and process compliance remain hidden until they impact sales, experience or reputation.

What reports show
Sales indicators
Average ticket
Number of interactions
Declared satisfaction level
What audits reveal
How real customers are served
What happens at the closing moment
Differences between locations and shifts
Processes not being followed

The process

A process designed to transform observations into concrete actions

The difference between receiving a report and having an operational management system.

01

Initial Diagnosis

We start by understanding the operation, business objectives and situations causing concern.

We define:
Scope and locations included Service channels Evaluation criteria Relevant indicators
Goal: understand what the organization needs to measure.
02

Field Measurement

We conduct audits under real operating conditions, without prior notice.

Depending on the project, we may use:
Mystery Shopping Mystery Call (phone evaluation) Mystery Online (digital channels) Focus Group
Goal: obtain objective information about what really happens.
03

Analysis and Findings

We process the information obtained to identify patterns and concrete opportunities.

We identify:
Differences between locations Commercial opportunities Process non-compliance Gaps in the customer experience
Goal: turn observations into actionable information for decision-making.
04

Standards and Training

Not all organizations have formalized standards. When they exist, they were often created years ago and are no longer used by teams.

When measurement detects a problem, the natural next step is to build or update the standard that should be in place — and train teams to execute it.

We help:
Design service standards Update existing protocols Document critical processes Train service and supervisory teams
Goal: ensure all teams operate under consistent criteria.
05

Action Plans

Each finding can become a concrete action with an owner and a deadline.

The organization can:
Assign owners per gap Set commitment dates Attach evidence Track compliance
Goal: ensure detected gaps are managed.
06

Follow-up and Continuous Improvement

Improvement does not end with one audit. Periodic measurements verify real evolution.

We verify:
Indicator evolution Standards compliance Effectiveness of implemented actions Consistency across locations
Goal: sustain results over time.

The difference

When measurement is not enough

Detecting a problem is only the first step. In many projects we also accompany organizations in building standards, training teams and operational alignment.

Traditional model
Audit
Report
End

The client receives a PDF and manages gaps on their own.

GestorCX model
Audit
Diagnosis
Standard
Training
Action Plan
Follow-up
New audit

A continuous improvement cycle managed from a proprietary platform.

Technology

All information in one platform

GestorCX operates on a proprietary platform designed to connect audits, standards and continuous improvement. It is not just about receiving a report — it is about having a tool to manage the operation.

Dashboards

Real-time indicators by location, comparisons and historical evolution.

Photo and video evidence

Each finding documented with visual evidence linked to the report.

Location indicators

Operational compliance broken down by service point.

Action plans

Gap management with owners, deadlines and follow-up.

Compliance tracking

Verification that implemented actions generated real impact.

Service standards

Distribution, validation and digital signature of standards across the team.

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Common uses

When is this process typically used?

New location openings Franchise expansion Low commercial conversion Recurring negative reviews Standards implementation Protocol validation Operational quality control Customer experience improvement

First step

Get an initial objective view of your operation

You can start with a limited measurement before implementing a full program.

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