Meo

CX audit example

Sample Website & AI Phone CX Audit

Harbor Plumbing

Illustrative format only. All findings and grades are invented; no business was checked or contacted.

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Results summarySample Report

harbor-plumbing.example

CX audit snapshot

Website + phone checks

75/ 100
BGood foundations

We audited 7 website contact paths across desktop and mobile7 of 7 website areas graded

  • Finding the phone numberB
  • Mobile contactC
  • Form frictionB
  • Channels offeredF
  • Listing consistencyA
  • Contact-path accessibilityA
  • Site speedA

Prospects hit friction on 3 high-impact contact paths. Start with the prioritized fixes below to capture more leads.

Suggested next step

Make the phone number tap-to-call

Make the published header phone number a tap-to-call link so mobile visitors can dial in one tap; verify the destination number.

Where to start · Illustrative

The next useful moves

  1. 01

    Mobile contact · Recommended fix

    High impactQuick win

    Make the phone number tap-to-call

    What we found: We did not find a tap-to-call phone link on mobile.

    Why this matters: If visitors have difficulty finding or using this contact step, they may abandon an inquiry before reaching the business.

    Next step: Make the published header phone number a tap-to-call link so mobile visitors can dial in one tap; verify the destination number.

  2. 02

    Phone experience · Recommended fix

    High impactBigger project

    Deploy an AI voice receptionist & intelligent overflow agent

    What we found: Time to reach a person: 60 seconds.

    Why this matters: Callers who hit long menus, hold queues, or voicemail call your next competitor.

    Next step: An AI voice receptionist answers on the first ring, handles common questions, and routes or books leads automatically.

  3. 03

    Finding the phone number · Recommended fix

    High impactQuick win

    Put the phone number within one click

    What we found: 2 clicks from the homepage to the phone number.

    Why this matters: If visitors have difficulty finding or using this contact step, they may abandon an inquiry before reaching the business.

    Next step: Add a clearly labeled phone link to the homepage header and verify it on mobile.

Want MEO Advisors to implement these AI & CX upgrades for harbor-plumbing.example? Request a 15-minute implementation review →

Sample AI phone audit · Invented phone scenario

Sample phone result

B

Call scorecard

Measured phone findings

B
Who answered
A person
Phone-tree path
1 menu level · reached a person
Time to a person
1 minute
Question answered
Yes
Rings before answer
3 rings
Services & fit inquiry
Answered what services are offered and who they serve
Next step offered
Did not offer a clear next step
View phone checks
  • Whether the optional phone-test call was answered.Checked
  • Observed rings before the call was answered.Checked
  • Observed menu levels before a person or terminal route.Checked
  • Whether the tested route reached a person.Checked
  • Whether a person, AI receptionist, voicemail or unknown answer handled the call.Checked
  • Elapsed time from connection to a person.Some evidence available
  • Whether the de-identified answer assessment found the question answered.Checked
  • Whether the de-identified answer assessment found a next step.Checked
  • Whether voicemail named the business, gave hours or a callback promise, and offered another channel.Not applicable

No real call was placed, no recording exists, and this example cannot request a phone test. Website grades and phone evidence are assessed separately.

Run your own free audit

Illustrative · Strengths

What is already working

A phone number was published

Visitors have a published number they can use to contact the business.

high confidence

A public contact form was present

Contact form present: observed. Presence does not establish successful delivery or a staffed response.

high confidence

Visual evidence · Illustrative

Mobile First Impression

See the mobile homepage and its contact controls. When available, highlights show measured controls; a booking action alone does not confirm instant time-slot selection.

Illustrative preview size: 390 × 844 CSS pixels.

Mobile Contact Checklist

  • Above-the-fold CTA placement

    Visible booking action within the initial 390 × 844 mobile viewport

    Pass
  • Tap-to-call phone link

    Whether the phone number is tap-to-call on mobile.

    Needs Fix
  • Mobile speed & layout stability

    CrUX field Cumulative Layout Shift when coverage exists.

    Pass
View prioritized fixes ↓ View Mobile contact breakdown ↓
Illustrative mobile homepage preview for Harbor Plumbing

Visible booking action

CX areas · Illustrative

What the public customer path shows

Missing evidence stays Not visible and is not a failed check. It reduces coverage and is excluded from score arithmetic. An observed problem can still be shown when the area has too little evidence for a grade.

Illustrative · 100% COVERAGE

Finding the phone number

B

87.5 / 100

  • Whether a phone number is published.
    Published phone numbers: +1 202-555-0123Pass
  • Clicks from the home page to the phone number.
    2 clicks · /contactPartial
  • Whether the public site could be crawled.
    Pass
  • Whether business hours are published.
    Pass
Recommended area upgrade: Put the phone number within one click

What we found: 2 clicks from the homepage to the phone number.

Why it costs you leads: If visitors have difficulty finding or using this contact step, they may abandon an inquiry before reaching the business.

Exact next step: Add a clearly labeled phone link to the homepage header and verify it on mobile.

Illustrative · 100% COVERAGE

Mobile contact

C

66.6 / 100

  • Whether the phone number is tap-to-call on mobile.
    Published phone numbers: +1 202-555-0123Needs Fix
  • CrUX field Cumulative Layout Shift when coverage exists.
    Field CLS: 0.03Pass
  • PageSpeed Insights mobile lab Cumulative Layout Shift.
    Not applicable
  • CrUX field Interaction to Next Paint when coverage exists.
    Field INP: 170 msPass
Recommended area upgrade: Make the phone number tap-to-call

What we found: We did not find a tap-to-call phone link on mobile.

Why it costs you leads: If visitors have difficulty finding or using this contact step, they may abandon an inquiry before reaching the business.

Exact next step: Make the published header phone number a tap-to-call link so mobile visitors can dial in one tap; verify the destination number.

Illustrative · 100% COVERAGE

Form friction

B

79.1 / 100

  • Whether a public contact form is present; nothing is submitted.
    Pass
  • The contact-path check passed; the scan did not establish above-the-fold or buried placement.
    1 click · /contactPass
  • Count of required fields without submitting the form.
    7 required fieldsPartial
  • Whether the form presents a CAPTCHA before submission.
    Needs Fix
  • Whether form fields have accessible labels.
    0 distinct automated defectsPass
Recommended area upgrade: Streamline intake & automate speed-to-lead follow-up

What we found: 7 required fields.

Why it costs you leads: Every extra required field drops conversion.

Exact next step: Trim your form to name, contact, and 1 question, and trigger an immediate AI SMS/email response the second they submit.

Illustrative · 100% COVERAGE

Channels offered

F

37.5 / 100

  • Whether a public email option is present.
    Pass
  • Whether a public text option is present.
    Needs Fix
  • Whether a chat entry point is present; it is not opened.
    Needs Fix
  • The inspected booking path exposes interactive date or time-slot controls.
    Pass
  • Clicks from the home page to the page with the booking link
    2 clicks · /contactPartial
Recommended area upgrade: Add two-way SMS & automated missed-call text-back

What we found: Text message option: not observed.

Why it costs you leads: Mobile prospects strongly prefer texting over calling or filling out forms.

Exact next step: Publish a textable number with AI speed-to-lead so every text and missed call gets an instant, helpful response.

Illustrative · 100% COVERAGE

Listing consistency

A

100 / 100

  • Whether the audited site and listing resolve to one business.
    Pass
  • Whether a matching listing was found.
    Pass
  • Whether the listing and site phone numbers match.
    Pass
  • Whether the listing points to the audited website.
    Pass
  • Whether the matching listing includes hours.
    Pass

Illustrative · 100% COVERAGE

Contact-path accessibility

A

100 / 100

  • Count of distinct detected A/AA defects on contact controls.
    0 distinct automated defectsPass
  • Whether contact controls pass automated contrast checks.
    0 distinct automated defectsPass
  • Whether contact links have accessible names.
    0 distinct automated defectsPass
  • Whether contact tap targets pass the scan.
    0 observed tap-target issuesPass

Automated checks flag common issues; they are not a legal or ADA compliance determination.

Illustrative · 100% COVERAGE

Site speed

A

100 / 100

  • PageSpeed Insights mobile lab performance score.
    Not applicable
  • PageSpeed Insights mobile lab Largest Contentful Paint.
    Not applicable
  • PageSpeed Insights mobile lab Total Blocking Time.
    Not applicable
  • CrUX field Largest Contentful Paint when coverage exists.
    Field LCP: 2200 msPass
Methodology & technical verification log

Evidence and sources · Illustrative

What we checked

The website check reads public pages without calling, messaging or submitting a form. Missing evidence stays Not visible and is not a failed check. It is excluded from scoring.

Known outcomes contribute to the headline even when their area has too little coverage for a letter grade. Measured phone checks are included when present.

Read the published method.

Evidence for this result (41)
  • Illustrative · Invented evidencePublic pages reachedhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidencePhone number publishedhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceClicks to the phone numberhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceTap-to-call on mobilehttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceHours publishedhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceEmail address publishedhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceText message optionhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceClicks to the contact formhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceContact form presenthttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceRequired form fieldshttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceChallenge on the formhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceChat optionhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceBooking linkhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceClicks to booking2 on-site clicks · off-site pages not countedhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceAccessibility issueshttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceForm field labelshttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceColor contrasthttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceLink nameshttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceTap target sizehttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceBusiness identity confirmedhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceGoogle listing foundhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceListing phone matches the sitehttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceListing website matches the sitehttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceListing hours presenthttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidencePhone answeredhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceRings before answerhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidencePhone menu depthhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceReached a personhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceWho answeredhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceTime to reach a personhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceQuestion answeredhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceNext step offeredhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceVoicemail greeting qualityhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceSite speed lab performance scorehttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceSite speed lab largest contentful painthttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceSite speed lab layout stabilityhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceSite speed lab blocking timehttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceSite speed field datahttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceSite speed field largest contentful painthttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceSite speed field interaction latencyhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29
  • Illustrative · Invented evidenceSite speed field layout stabilityhttps://harbor-plumbing.example/contacthttps://harbor-plumbing.example/contact
    invented-example/v1 · 2026-10-29