We assess whether the communication gives customers the information they need, and whether its wording, structure, layout and sequencing help them understand it. This includes purpose, audience, actions, next steps, costs, risk/benefit balance, information flow, prominence of key points, and whether layout or sequencing may create misunderstanding.

We analyse how the text is built, including sentence structure, cohesion, punctuation, clause density, voice, flow, paragraph burden, and the way conditions and numbers are expressed. The aim is to reduce avoidable effort for the reader while preserving meaning.

We assess how the language itself affects a customer’s ability to process and interpret meaning. This includes abstraction, imageability, word familiarity, and other features that make wording easier or harder to grasp in practice.

We review structure, typography, layout, and colour contrast to assess whether your documents are visually clear and inclusive.

Where issues are found, CUE rewrites the document using the same review principles and provides a full evidence pack. This can include a diagnostic score report, a before-and-after rewrite report, a Word blackline showing proposed changes, detailed audit appendices explaining each change, and supporting metrics across readability, Plain English, psycholinguistic load and communication structure. This gives firms both the improved document and the evidence showing why the changes support customer understanding..

CUE’s reports are designed to show not only what issues were identified, but how they were interpreted, what action was taken, and what evidence supports the recommended changes.