360° Customer Satisfaction

Satisfaction Surveys, Mystery Shopping, Retail Audits

“I won’t complain. I just won’t come back”

- Brown & Williamson Tobacco Ad

The above statement conveys the very essence of customer attitude today. So if you don’t try hard enough to listen to your customers they won’t come and tell you why your brand is doomed.

ETYMA Consulting Group helps you “listen to your customers” at all service touch points. We combine primary research and advanced data analytics tools to generate actionable insights for the management.

We have worked with clients in Automotive, Consumer Electronics, Financial Services, Grocery & FMCG, Housing & Real Estate, Retail, Habitability, Health and Wellness.

How its done

Feedback Management Program

Feedback collected through Engaging Mobile Apps, Online surveys, self filling feedback forms, face to face interviews, telephonic interviews. Net- Promoter Score calculated center wise.

We help you capture customer feedback at various customer touch points through which customer interacts with your brand. We offer smart phone and tablet based feedback forms to capture real-time feedback. We offer web based surveys which are quick, reliable and cost effective. We also provide telephonic interviews to capture post purchase feedback. We use Net Promoter Score (NPS), which is an effective measure of Customer Satisfaction across industries, to measure the brand performance.

What is NPS?

The Net Promoter Score (NPS) is a simple but powerful tool to measure client satisfaction with one single question.

“How likely is it that you would recommend the (company/brand) to a friend or colleague ?”

Developed in 2003 by management consultant Fred Reichheld of Bain & Company, NPS is used nowadays by many large companies as a customer feedback tool. It gives your organization an unambiguous number that is easy to understand for all employees and useful as input for managers to steer the company.

Mystery Shopping

Mystery Shopper Audit. Compliance Audits by Experts.

Our mystery shopping services help you know exactly what your customers are experiencing at each of your outlet. We leverage upon our vast pool of trained mystery shoppers, and hand pick those matching your real customer profiles. Prompt Red Alerts are sent out to concerned managers if the outlet scores below average. We also have Geo-tagging apps to help you track the mystery shopping exercise

Employee Satisfaction Management

Employee Satisfaction surveys. Training need assessment.

Employee satisfaction level plays an important role in an organization’s growth. Thus it makes business sense to monitor the level of satisfaction your employees have with your organization. We provide quick and effective employee satisfaction surveys. You can choose form the various options of offline and online survey methodologies to suit your time and cost requirements.

Our Clients