Merkle UK One Ltd
Customer Experience Audit
Understanding your customer journeys and the challenges that they face will help improve performance and optimise the customer experience. We can audit your user experience, digital analytics, SEO, conversion journeys, audiences, and creative to help you understand and shape your digital strategy, as well as identifying tactical quick wins.
Features
- UX audit
- Digital analytics audit
- Audience definition
- Testing & optimisation audit
- SEO audit
Benefits
- Increase in conversion
- Accelerated conversation rate optimisation
- Insight-driven approach to experience design
Pricing
£850 to £1,950 a unit a day
- Education pricing available
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at david.spencer@merkle.com.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
9 8 6 4 7 5 5 1 5 4 5 3 3 2 8
Contact
Merkle UK One Ltd
David Spencer
Telephone: +44 (0) 330 060 1813
Email: david.spencer@merkle.com
Planning
- Planning service
- Yes
- How the planning service works
-
Our comprehensive experience audit comprises several modules designed to evaluate your organisation's maturity in key areas and facilitate actionable improvements in customer experiences.
UX Audit: Leveraging our unique UX principles, we conduct a holistic assessment of your digital user experience. This involves a performance-oriented review of your website, in-depth analysis of user interactions, and heuristic evaluations. Additionally, we assess website speed and performance.
CXO Audit: We review your tagging implementation and identify testing opportunities to enhance customer experience optimisation.
Analytics Audit: Evaluation of tagging implementation and analysis of account and property configuration to ensure accurate data collection and reporting.
SEO Audit: Assessment of your search engine optimization strategy, including share of voice analysis, keyword research, search feature evaluation, and technical SEO aspects such as code assessment, site structure, and crawlability. We also review data schema for voice search performance optimization.
Creative Audit: Utilising data-driven proprietary principles, we objectively evaluate creative performance across various digital channels. This includes comparing digital collateral with above-the-line (ATL) creative and conducting platform-specific assessments for site, email, display, and video content.
By conducting these audits, we provide insights into your organization's current state and offer actionable recommendations to enhance customer experiences and drive business growth. - Planning service works with specific services
- No
Training
- Training service provided
- No
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- All consulting work is QAed before it is sent out for implementation. Quality assurance is performed by a senior team member and is further reviewed by a SME. Once the work has been performed, Merkle will conduct post-implementation testing to ensure that the work has been implemented correctly. This allows us to identify any additional work that needs to be done to aid indexation. If further work is needed, it will be included in subsequent recommendations. These additional recommendations will go through the same QA process.
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
-
- Buyer hosting or software
- Hosting or software provided by a third-party organisation
- How the support service works
-
Merkle can run future audits and offer advice about the implementation.
Contact options: Email, phone, onsite
Service scope
- Service constraints
- Service and support provided Monday to Friday, between 09:00 - 17:30.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Within 24 hours; 09:00 - 17:30; weekdays
- User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
- Not applicable.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- DNV
- ISO/IEC 27001 accreditation date
- 28/04/2024
- What the ISO/IEC 27001 doesn’t cover
- There are no scope exclusions on the certificate, however the only control not on the scope is the outsourcing of development as everything is built in house.
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- Yes
- Who accredited the PCI DSS certification
- Online Enterprises, dba Online Business Systems
- PCI DSS accreditation date
- 20/11/2023
- What the PCI DSS doesn’t cover
- 2.1.1 – Not Applicable - There are no wireless environments in scope for assessment; 2.6 – Not Applicable – Dentsu is not a shared hosting provider; 3.6 – Not Applicable - Dentsu does not share keys with its customers; 4.1.1 – Not Applicable - There are no wireless technologies in scope for assessment; 6.4.6 – Not Applicable – No significant change occurred within the past 12 months; 8.1.5 - There are no vendors providing remote management services to Dentsu; 8.5.1 - Dentsu does not have remote access to its customers’ premises
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Equal opportunity
- Wellbeing
Fighting climate change
Accelerating climate change and natural resource constraints, digital transformation and the continued rise of inequality are transforming the environment in which we live and work. By using the power of digital communications and marketing, we can address inequality, create opportunities and uncover solutions to society’s greatest challenges. We do this through our work with stakeholders and by sharing our knowledge and talent with the communities in which we operate. Our aim is to drive the delivery of the UN Sustainable Development Goals and to deliver social impact across the globe.
Dentsu’s Environmental Policy requires that suppliers comply with applicable environmental legislation, identify and manage environmental impacts to achieve best in class environmental performance, and ensure staff are aware of the environmental impacts of their work activities.
We have an Environmental strategy centered around three pillars: Sustainable World, Fair and Open Society and Digital for Good. These represent areas where dentsu’s uniquely positioned to drive change, leveraging our capability in data and technology, creativity and innovation. Our strategy is fuelled by our people, and success will depend on multi-stakeholder collaboration as well as innovating our own operating model. Our Social Impact Report reflects on the progress made against our 2020 targets and goals, and also sets out the biggest opportunities for growth from good as we look at the next ten years and pivot our focus to our new 2030 strategy.
We know that for business growth to be truly sustainable, we must accelerate the transition to a low carbon future, and therefore we have committed to becoming a Net Zero emissions business by 2030. The radical decarbonisation of our business and value chain is only the first step – by raising awareness through our powerful work, we have also committed to helping 1 billion people make better, more sustainable choices.Equal opportunity
Diversity, Equity and Inclusion (DEI) is firmly embedded in our company vision. Our global DEI principles outline our unwavering commitment to a diverse workforce that represents wider society and fostering inclusion and has been defined as a key competency for our employees in our behavioural framework. We want to foster an environment of growth, where ideas and contributions are actively encouraged. We need this culture of courage to continue to thrive in our fast-paced industry.
Our people have created our seven DEI pillars (Gender, Ethnicity, Mental Health, Religion, Parent and Carer, Disability and LGBTQ+). Each group is made up of individuals from Merkle and each programme is sponsored by a member of the Merkle Executive Team. We are proud to have been recognised as industry leaders by the likes of Microsoft who named us the winner of Global Inclusive Marketing and Culture Partner Award in 2020.
We believe everyone has the right to feel included in their place of work, and able to be their authentic selves. We know that diversity and inclusion in the workplace – that is, diversity of thought, background and experience – is what drives creativity and innovation, which in turn lets us produce truly great work. Our goal is to make Merkle an inclusive, equitable workplace that is representative of the markets in which we operate, and where our differences are celebrated. We seek to educate and empower our colleagues and effect positive change within the wider industry – because the benefits of diversity in the workforce are too strong to ignore.Wellbeing
Mental health has never been spoken about more candidly or frequently. Taboo still surrounds the topic, however, and many people feel unable or unwilling to talk about struggles with mental health in any setting, let alone a professional one. Work is a place where you spend a huge proportion of your week, and we believe it shouldn’t be somewhere that mental wellbeing is forgotten or put away in a box to be dealt with at another time. In fact, we believe quite the opposite. We seek to make Merkle a workplace with a formal support network for those struggling with, or affected by, mental health conditions, plus provide easy access to work mental health resources whenever they’re needed. By actively encouraging our senior leadership to speak openly about how mental health issues have affected them or those they love, we have seen an uptake in use of resources like our mental health first aiders. We raise awareness and educate the Merkle community on all conditions and their potential circumstances and aim to become a leading voice for change within corporate policy.
Dentsu has committed to three key areas of focus: flexibility and time off, upskilling and empowering managers, and support for home schoolers. All employees can access an array of support tools, including counselling, mental health first aiders, mindfulness platforms (inc. Headspace), three wellness days per year and a sickness policy that includes mental health leave.
Pricing
- Price
- £850 to £1,950 a unit a day
- Discount for educational organisations
- Yes
Service documents
Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format,
email the supplier at david.spencer@merkle.com.
Tell them what format you need. It will help if you say what assistive technology you use.