Service
NPS and customer feedback programmes in the UAE
Net Promoter Score (NPS), CSAT and customer feedback programmes in Arabic and English, with live dashboards and closed-loop follow-up.
The problem we solve
Many businesses collect feedback that nobody acts on: surveys are too long, response rates are low, scores are not split by branch or team, and unhappy customers are never contacted.
What is evaluated
- Net Promoter Score (NPS)
- Customer satisfaction (CSAT)
- Customer effort (CES)
- Reasons behind the score
- Branch, team and channel results
- Detractor follow-up
How the programme works
We design short Arabic and English surveys, send them at the right moment by SMS, email, WhatsApp or QR code, show results on a live dashboard by branch and team, and set up alerts so unhappy customers are contacted quickly.
Deliverables
- • NPS and CSAT survey design
- • Survey distribution setup
- • Live dashboard
- • Detractor alerts and follow-up process
- • Monthly insight report
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.
Net Promoter Score (NPS) for UAE businesses
Net Promoter Score asks customers one simple question: how likely are you to recommend us to a friend or colleague, on a scale from 0 to 10? Promoters score 9 or 10, passives 7 or 8 and detractors 0 to 6. NPS is the percentage of promoters minus the percentage of detractors. It is widely used because it is easy to understand, easy to track by branch and team, and closely linked to repeat business and word of mouth.
NPS, CSAT and CES: which should you use?
- NPS measures overall loyalty and is best for tracking the relationship over time
- CSAT (customer satisfaction) measures satisfaction with a specific visit, call or purchase
- CES (customer effort score) measures how easy it was to get something done, such as resolving a problem
- Most programmes combine a short relationship NPS survey with transactional CSAT after key interactions
How our feedback programmes work
- Survey design: short questions in Arabic and English, written for your customers and touchpoints
- Distribution: by SMS, email, WhatsApp, QR code or tablet at the right moment after the interaction
- Dashboards: results by branch, team, channel and customer segment, updated live
- Closed loop: alerts for detractors so that a manager contacts unhappy customers quickly
- Insight: monthly analysis of the reasons behind the scores and the actions that will move them
Combine feedback with mystery shopping
Surveys tell you how customers feel; mystery shopping tells you what actually happened. Combining NPS with mystery shopping shows both the score and the specific behaviours that drive it, so improvements can be targeted.
Frequently asked questions
What is a good NPS score?
Any score above zero means you have more promoters than detractors. What counts as good depends on your sector and market, so the most useful comparison is your own trend over time and the difference between your branches.
Can customers answer in Arabic?
Yes. Surveys are available in Arabic and English, and customers can choose their language.
How quickly can a feedback programme start?
Most NPS and CSAT programmes can be designed and launched within two to four weeks.
Let's talk
Ready to see what your customers really experience?
Request a corporate proposal or book a CX consultation with our team.