WHAT WE MEASURE

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

Robert M. Keay, Ethos CEO

Customer Experience Happiness

We measure your customer experience and happiness and provide insights that will be critical to create and reinforce delightful customer experiences. We help our clients to effectively measure satisfaction and happiness, identify areas of strengths and weaknesses and find solutions to any underlying problems that may hinder your revenue growth.

Employee Engagement Happiness

In every organisation, employees are the most important factor affecting your customer experience journey. By measuring your employees engagement and happiness, you can improve employee loyalty, commitment and engagement and identify areas of improvement.  All of these factors will have a major impact on improving the service levels provided by your organisation.

Social Media

Understand and monitor the effectiveness and level of performance of your Social Media platforms and activity, to identify the most efficient and effective channels to engage with customers and prospects.

Brand Positioning

This approach requires mystery customers to observe and/or interact with front line staff in order to gather specific information on price and/or brand. Examples include prices offered by competitors and product placement in a store.

Competitor Analysis

It is vital to benchmark your organisation against your competitors in order to identify where you stand in the market in terms of customer service level, and what you need to do in order to distinguish your organisation and make improvements.

SECTORS WE SERVE

 

  • Government
  • Banking and Financial Institutions
  • Retail
  • Hospitality and Tourism
  • Education
  • Healthcare
  • Insurance
  • Entertainment
  • Food & Beverage
  • Real Estate
  • Automotive
  • Telecommunications
  • Beauty and Wellness