A focused review built around evidence and context.

Define the scope.

We first agree what should be reviewed: the wider customer-support information on a website, or a particular area such as delivery or returns.

• Website and public sources
• Market and customer type
• Product scope
• Key customer scenarios

Review the customer-facing sources.

We examine agreed publicly accessible pages that customers may use when looking for an answer. This can include your main website and an associated public Help Centre.

Find candidate inconsistencies.

We compare related statements to find places where the same customer question may receive different answers. At this stage, a difference is only a candidate. It is not automatically treated as an error.

Verify the context.

We check whether the statements really concern the same situation, and whether surrounding information explains the difference.

• Market and customer type
• Purchase channel
• Product or category
• Customer scenario and timing
• Regional or product exclusions
• Temporary or promotional conditions

Document verified findings.

Issues that remain material after contextual review are documented with supporting evidence. The report shows your team exactly where to look.

Your team confirms the correct answer.

Your team determines which customer-facing statement reflects the actual business rule. The relevant page or article can then be corrected internally.

Re-check if required.

Once changes have been made, we can verify whether the agreed public-facing issue has been resolved.