HOW WE Measure

Measurement is the evaluation of the different touchpoints of your customer journey using qualitative and quantitative methods in order to understand your strengths, weaknesses and develop action plans for improvement.

To improve customer service, productivity, and ultimately profitability, companies need to regularly evaluate their services and KPIs from the perspective of their customers using various research techniques.

It is important for companies to understand the different factors that may hinder their productivity, growth, and profitability.

Through the measurement findings they will be able to:

Initiate improvement

Control and monitor key performance indicators

Maximize the effectiveness of the improvement

Align service with organisational  objectives

Monitor reward and recognition programs



Extensive experience in survey development and management is a crucial factor of receiving accurate research results. Ethos professionals have already supervised more than 1,000,000 surveys making them experts in creating surveys based on individual requirement specifications; by ensuring high quality field work standard. Research information is carefully analyzed and used for detailed report development.

We leverage on a proven and tested approach for delivery of measurement assignments:

Survey/Project Preparation – Fieldwork, Quality Review – Data Analysis – Findings, Reports

Surveys Methodology

  • CAPI (Face to Face)
  • CATI (Telephonic)
  • CAWI (Online)

Mystery Shopping

We have over 20,000 active mystery shoppers within our network across the GCC from different nationalities and age groups. Between them they have completed more than 600,000 mystery shopping assignments Ethos has the expertise and experience to assist your organisation in ensuring fast and accurate understanding of your business, from the customers perspective, by measuring your customer experience journey. We leverage on a proven and tested approach for delivery of measurement assignments: Assignment/Project Preparation – Pre-Visit Induction – Visit Execution – Quality Review – Findings, Improvement & Recommendations Report

Mystery Shopping MethodS

  • Physical Visit
  • Telephonic/ Call Centre
  • Website, Mobile App