Service
Customer Satisfaction Surveys in Dubai & the UAE
Structured research measuring satisfaction, loyalty and experience drivers.
The problem we solve
Satisfaction scores exist but don't explain why scores move or which actions will actually improve them.
What is evaluated
- Satisfaction (CSAT)
- Loyalty & NPS
- Experience drivers
- Service attribute importance
- Open feedback themes
How the programme works
We design concise, unbiased survey instruments, deploy them across the right channels, and analyse results alongside operational data.
Deliverables
- • Survey design & deployment
- • Driver analysis
- • Segment insights
- • Trend reporting
- • Action recommendations
Related services
Mystery Shopping
Discreet, professionally managed evaluations across every customer touchpoint.
Corporate B2B Mystery Shopping
Specialised programmes for complex, high-value B2B and enterprise sales environments.
Customer Experience Consulting
Turn evaluation evidence into a practical, organisation-wide CX improvement plan.
Customer Journey Mapping
Visualise and diagnose the complete end-to-end customer experience.
Customer satisfaction surveys that explain the score
Many UAE businesses already track a satisfaction score. Far fewer know why the score moves, which parts of the experience drive it, or which actions would actually improve it. We design and run customer satisfaction research that answers those questions, and we analyse the results alongside mystery-shopping and operational data so that the findings are specific and actionable.
What we measure
- CSAT: satisfaction with a specific interaction, visit or purchase
- NPS: likelihood to recommend and the reasons behind promoters and detractors
- Customer Effort Score: how easy it was to get something done
- Experience drivers: which attributes, such as speed, knowledge or friendliness, have the biggest effect on overall satisfaction
- Open feedback themes: what customers say in their own words, analysed by topic and sentiment
Survey channels
- QR codes in store, on receipts and at service counters
- Post-visit SMS, email and WhatsApp surveys
- Website and in-app surveys
- Telephone interviews for high-value or B2B customers
- Face-to-face intercept interviews
Designing surveys people actually complete
Short, clear surveys produce better data. We keep questionnaires focused, offer Arabic and English versions, avoid leading questions, and time the survey so that it arrives while the experience is still fresh. Sampling is designed so that results are statistically reliable at the level you need, whether that is the whole company, each region or each branch.
From data to action
Results are delivered as a driver analysis showing what matters most, segment insights by branch, channel and customer type, trend reporting over time, and clear recommendations. Because we also run mystery shopping, we can connect what customers say with what evaluators observed, which makes the recommendations far more precise.
Frequently asked questions
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific experience. NPS measures overall loyalty by asking how likely the customer is to recommend you. Most programmes track both.
Can surveys be in Arabic and English?
Yes. All surveys are available in Arabic and English, and other languages on request.
How many responses do we need?
It depends on how finely you want to cut the results. We calculate the sample needed for reliable results at company, region or branch level before fieldwork starts.
Should we use surveys or mystery shopping?
They answer different questions. Surveys tell you how customers feel; mystery shopping tells you what actually happened. Used together they explain why scores move.
Can you run QR-code surveys in our stores?
Yes. We design QR-code feedback journeys that take under a minute to complete and feed results into a live dashboard.
Let's talk
Ready to see what your customers really experience?
Request a corporate proposal or book a CX consultation with our team.