Feedback and Measurement of Customer Experience

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“If you don’t measure the customer experience then you never improve the customer experience.”

Robert M. Keay, Ethos CEO

Mystery Shopping

In order to improve and maintain excellent customer experience, organisations need to do regular customer journey quality measurement of every channel and outlet. Mystery shopping measures all service interaction points and research report is a cornerstone of effective strategy development to help to increase customer loyalty and win competitors.
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Mystery Shopping
(Managed Service)

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Mystery Shopping
(Self Service)


Surveys

Surveys are fast and effective way of collecting a broad range of information from simple feedback up to detailed research. Organisations can customise face to face, telephonic and email surveys, in order to understand customer and employee expectations and identify areas of improvement. Survey results are presented in high quality reports to support organisation’s future development strategy.
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Surveys
(Managed Service)

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Surveys
(Self Service)


Customer Experience Benchmarking Index

For past 10 years Ethos has been conducting Customer Experience Benchmarking Index (CEBI), measuring and comparing customer experience quality in banks across the GCC and exchange houses in the UAE. Evaluating three delivery channels namely Branches, Call Centre & Online, CEBI is the most extensive bank customer experience benchmarking study in GCC.
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Customer Experience Benchmarking Index (Banks & Exchange Houses)