Measure
Observe an authorized sample by location, channel, scenario and period. Separate facts, hypotheses and gaps; mystery shopping is a tool, not the entire diagnosis.
How it works
MEASURE - CORRECT - SELL
We analyze the business journey, including the customer journey. The diagnosis considers people, processes and the context of each business.
Correct
Support agreed priorities, scripts, training and sales routines within the contracted scope. Define responsibilities, availability and deliverables before execution.
Sell
Support the progress of sales opportunities and track comparable measurements. Explain changes in sales, what did not change and what cannot be concluded.
Indicators in context.
We measure useful responses, clarity, next steps, follow-up and adoption of routines. Conversion, sales cycle and revenue are included only when the source, period, baseline and sample are defined.
Before-and-after comparisons describe change; alone, they do not prove causation. Price, campaigns, seasonality, product mix and delivery capacity can influence the outcome. We do not convert customer service scores into money.
There is no universal financial formula: statements such as the Brazilian DRE (income statement) must be interpreted in the company's context. Recordings require specific analysis and a legal basis; we do not collect patient data or simulate emergencies.
Method and responsibility
A clear method. Traceable evidence. Defined responsibility.
NordWert draws on international consulting and security frameworks when preparing reports and materials. We are committed to a scope defined in writing, confidentiality of the data accessed, and conclusions supported by evidence.
Before execution
Our commitment is to define the objective, authorization, sample, responsibilities and deliverables. Changes in scope must be agreed, not assumed.
During analysis
The method requires contextualized evidence and a distinction between facts, hypotheses and outstanding questions. A single observation does not represent the whole business or prove lost revenue.
Before delivery
Our commitment is to review conclusions, identify limitations and record deliverable versions. Independent approval will only be stated when it has actually taken place.
International references and preparation for future certifications
The references below guide the development of the method and security requirements. Preparation for future assessments includes organizing controls, responsibilities, tests and evidence, as well as addressing risks and gaps.
- ISO 20700 — management consultancy services: a reference for clarity, transparency and quality in the client relationship.
- ISO/IEC 27001 — information security management: a reference for organizing responsibilities, risks and controls.
- OWASP ASVS — application security: a reference for verifiable requirements in development and testing.
Using references does not mean holding certification or demonstrating full compliance. These references are not NordWert certifications. Any certification depends on a defined scope, implemented controls, evidence and the applicable independent assessment; obtaining certification is not guaranteed.
Preparation must not be confused with an already contracted formal certification process. Supplier certifications do not certify NordWert either.
Sources and limitations
Market references, not NordWert results.
Consumer research provides context for the topic. It does not diagnose a company's losses or prove the consulting service's performance.
Reported abandonment · Brazil
77%
of respondents have stopped buying from a brand because of a customer service problem.
2,314 online interviews with retail and supermarket consumers. Data collected in February 2025.
Neogrid and Opinion Box · 2025 · page 14Stated reason · Brazil
41%
say they would abandon a purchase if faced with poorly trained staff.
A statement about reasons for abandoning a purchase, not a company's percentage of lost sales.
CX Trends 2025 · Octadesk and Opinion Box · published by CNDLSources, methodology and data limitations
What each study measures
- 77% — past experience: a response in the original chart on page 14 of the Neogrid and Opinion Box report. The focus is retail and supermarkets, not specifically high-value or B2B sales.
- 41% — stated reason: CX Trends 2025, by Octadesk and Opinion Box, as published by CNDL. The question does not measure a lost conversion rate.
- 7.3% — aggregate risk: Qualtrics combines the frequency of poor experiences and spending cuts with World Bank consumption data. The table uses consumption as its denominator, not each company's audited sales.
A poor experience is broader than customer service: it may involve price, service delivery, communication and product quality. Read Qualtrics' context and methodology
Other references — not Brazilian loss rates
29% in the United States: consumers who stopped using or buying from a brand because of a poor customer experience, online or in person; PwC's 2025 survey of 5,511 consumers. Read the original PwC survey
47% of poor experiences in the global study lead to spending cuts, according to the research used by Qualtrics for 2026. This does not mean losing 47% of revenue. Read Qualtrics' global analysis