Performance Tracking

Measuring the performance of your business – whether it is customer satisfaction, loyalty, brand equity and so on – at a single point in time is not sufficient. Tracking those performance indicators over time is critical in helping to identify problems at an early stage and nip things in the bud, so that you can continue to grow and improve over the long-term.

When Is Good, Good Enough?

Many companies make the mistake of seeking measurements without understanding that measurements in themselves are meaningless, unless they can be benchmarked against:

Competitor Performance

Customer Expectations

Performance Over Time

Other Self-defined Standards

Our Services 

Competitor Landscape: using approaches such as desk research, customer interviews, accompanied shopping, mystery shopping and projective probing techniques, we help you understand the competition, and more importantly, what you need to do to win, in light of those insights.

Mystery Shopping: measure the quality of customer service, pre and post sales aftercare, the behaviour of your staff, and compliance consistency with mystery shopping.