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WaitTime to be served, measured rather than rememberedService
Customer Experience Measurement
Satisfaction, effort and loyalty measured continuously, tied back to the branch, the shift and the moment where the score was lost.
In short
What is customer experience measurement, and does Quantum Gulf Marketing provide it in Oman?
Customer experience measurement is the continuous tracking of how customers rate their dealings with you, structured so a score can be traced back to a specific location, transaction and moment. Quantum Gulf Marketing has delivered consumer satisfaction studies in Oman across full country branch networks at around a thousand interviews per wave. A score on its own changes nothing. The value is in attaching it to something a manager can act on, which is why we design these programmes around the operational unit rather than around the headline number.
A score on its own changes nothing, so these programmes are designed around the operational unit rather than the headline number: sample is sized so each branch, channel or region you intend to hold accountable carries a defensible figure. Detractor verbatims are routed to whoever can act on them and the follow up is tracked, because an unclosed loop teaches customers not to bother. Run alongside mystery shopping, the gap between observed standard and felt experience is often the most useful finding of all.
- Metrics
- Satisfaction, net promoter, customer effort, resolution rate
- Attached to
- Branch, channel, transaction type, shift and staff group
- Run in Oman
- Satisfaction tracking at N=1,000 per wave, full branch network
- Modes
- Telephone, face to face, online, and post-transaction
How it runs
From score to action.
Stage 01
Define the moments
The touchpoints where the relationship is actually won or lost, agreed with the people who run them, not chosen in a workshop.
Stage 02
Design to the unit
Sample sized so each branch, region or channel you intend to hold accountable carries a defensible number.
Stage 03
Collect continuously
Post-transaction where possible, so the memory is fresh and the score attaches to a real event rather than a general impression.
Stage 04
Close the loop
Verbatim detractor feedback routed to whoever can fix it, with the follow up tracked, because an unclosed loop teaches customers not to bother.
What drives the number
Six things worth separating.
02
CompetenceWhether the person could actually resolve the request03
EffortHow much work the customer had to do to get an outcome04
First contact resolutionOr how many attempts it really took05
RecoveryWhat happened after something went wrong06
Channel consistencyWhether the answer changes by phone, branch or appTrack record
Done here, for names you know.
Satisfaction programmes already delivered in the Sultanate.
| Client | Programme | Scale |
|---|---|---|
| Bank Muscat | Consumer satisfaction across the branch network | N = 1,000, four waves |
Client names published with permission. Sample sizes are per wave where a study ran in waves.
Questions
Common questions
Is NPS enough on its own?
No. A single number tells you the temperature and nothing about the cause. It is useful as a headline only when the diagnostics sit underneath it.
Can scores be reported by branch?
Yes, and they should be. A network average hides exactly the variation you are paying to find.
How does this differ from mystery shopping?
Mystery shopping measures what a trained assessor observed against your standard. Customer experience measures what real customers felt. Run together, the gap between them is often the most useful finding you will get.
Can you contact our customers directly?
Yes, with your authorisation and in line with the consent your customers gave you. The contact protocol is agreed in writing first.
How often should it run?
Continuously for transactional measurement, quarterly or half yearly for relationship measurement. Both, in most branch businesses.
Can you handle Arabic verbatims?
Yes, coded and analysed in the original language rather than machine translated first.
Start here
Tell us the question.
We will tell you how to measure it.
Send us the business decision you are stuck on. You will get a straight answer on whether research can settle it, what it would take, and what it would cost.