Most organisations collect feedback, but very few turn it into meaningful action. In the MENA region, cultural nuance, multilingual audiences, and fast-changing expectations make it even harder to interpret what customers truly feel.
Voice of Customer and Experience Measurement helps organisations capture the right signals, understand what they actually mean, and use those insights to redesign journeys, remove friction, and strengthen loyalty.
This service blends VOC strategy, analytics, NPS/CSAT measurement, and real-time monitoring into a single, powerful framework for improvement.
What We Do
We design and implement complete VOC ecosystems that give you a real understanding of your customers — not just survey scores, but the stories, emotions, and drivers behind their behaviour.
This includes:
- VOC Program Design
We set up a structured way to capture the right feedback at the right moments across your key journeys. - NPS and CSAT Measurement
We measure satisfaction and loyalty signals in a way that's culturally relevant and operationally consistent. - Experience Analytics and Reporting
We translate raw feedback into clear insights and trends that your teams can act on. - Real-Time Feedback Systems
We implement digital tools that capture immediate sentiment from website, app, branch, or contact centre interactions. - Continuous Experience Monitoring
We help you track experience performance over time and build a rhythm of improvement across your teams.
Our Approach
We don't treat VOC as a dashboard exercise. We look at it as a strategic foundation for redesigning your customer experience.
Our work begins by understanding the journeys where feedback matters most. We then design touchpoints that capture authentic, unfiltered customer sentiment — not biased, forced, or generic survey responses. Once the systems are in place, we help teams interpret what the data actually means, identify meaningful patterns, and connect insights to design and operational changes.
The result is a VOC ecosystem that doesn't just measure experience — it improves it.
What You'll Get
A clear, practical feedback and measurement system your teams can use immediately:
- A customised VOC framework tailored to your journeys and customer base
- Real-time insights that reveal where customers struggle and where they succeed
- Experience dashboards that simplify trends and highlight priorities
- Clear recommendations for improving journeys using actual customer signals
Why It Matters
In a market where customers have more choice and higher expectations than ever, the organisations that listen — and act — create a competitive advantage that's hard to match. Accurate measurement leads to confident decisions, better design, and stronger, more loyal customer relationships.
When you hear customers clearly, you serve them better.
