Customer & Stakeholders Satisfaction & Expectations Surveys

“Do what you do so well that they will want to see it again and bring their friends..” Walt Disney

Marketways Arabia specializes in determining what satiates a customer’s wants and expectations. We strive to assist our clients meet and go beyond their customers’ expectations.
In today’s competitive market, customer loyalty is difficult to acquire. At Marketways Arabia , We believe that earning high customer satisfaction is the key to acquiring customer loyalty and is the foundation of  any sustainable business and long term campaigns.

The best way to measure how satisfied customers are is to ask them and our expertise lies in asking different customers segments the right questions and determining what is valuable to them and how their expectations can be met.
Our Customer Satisfaction Surveys are more than just a scale of measuring businesses growth, they are methods that insures business growth.
As a proactive measure we focus not only on customer’s current satisfaction or dissatisfaction but also explore their future requirements and expectations in terms of service quality, product features, pricing, distribution and other aspects.

The Marketways Advantage

  • Increased Adaptability
  • Increased Consumer Loyalty
  • Brand Recognition & Accustomization.
  • Satisfied customers become proud endorsers
  • Ability to remain the Market Leader.
  • Reflects the pursuit of  Excellence.

These valuable insights are then used by the clients to develop product-lines and service quality standards as per customer’s expectations.Our studies are oriented to be an indicative reflection of future trends and market expectation.

We assist our clients to adapt to dynamic customer expectations and insure that they remain market leaders by staying at the forefront of their market’s successes.

For most of our clients-these are set at regular intervals to track the satisfaction trends, measure the improvement or decline in Customer Satisfaction Index which is based on the pre-set satisfaction attributes. More importantly the reasons for changes in satisfaction or dissatisfaction are drilled down to find the underlying causes so that required corrective or reinforcement actions can be taken.

Key features of our Customer Satisfaction Survey are:

  • Regular monitoring of Customer Satisfaction Attributes.
  • Measures changes in Customer Satisfaction Index.
  • Determines the underlying reasons for changes in the satisfaction levels.
  • Clear indication of corrective or reinforcement actions that need to be taken.
  • Determines if projected growth will be achieved as well as ways to achieve it.

Key features of our Customer Expectation Survey are:

  • Focus on exploring customer’s  future requirements and desires.
  • Indicates customers perception of standards and quality.
  • Provides Customers suggestions as future  solutions.
  • Assesses acceptability of new and  innovative solutions.
  • Explore customers preferences.
  • Helps deduce future opportunities and niches.
  • Ensures solutions are in line with  expectations.

Our Customer Satisfactions surveys includes

  • Customer Interviews
  • Customer Analytics
  • Customer Profiling
  • Market Segmentation
  • Pricing Sensitivity Analysis
  • Promotion Evaluations
  • Product Launch Strategies
 We have experience in diverse industries including
  • FMCG’s & Supermarkets
  • Consumer Goods & Retail
  • Electronic Goods
  • Banking & Money Exchanges
  • Hospitals & Pharmacies
  • Governments Departments
  • Cosmetics & Garments
  • Schools & Universities

Stakeholders Satisfaction Surveys

We also specialize in conducting stakeholders satisfaction surveys for various government entities.  The stakeholders range from customers, partners, employees, suppliers, Community and other relevant target groups.

Separate questionnaire is prepared for each stakeholder based on the type of their business dealings with the different department of the organization.

The data collected is analyzed using rigorous statistical techniques and the generated report provides deep insights on the 360 Degree View and perceptions that the Organization enjoys with its various stakeholders. Based on the key insights a recommendation road map is also planned to ensure that stakeholders satisfaction and perceptions improve and their suggestions and complaints are taken into account for corrective actions as needed.

GEOGRAPHICAL RANGE OF CONDUCTING CUSTOMER SATISFACTION SURVEYS

 Customer Satisfaction in the GCC
  • United Arab Emirates (UAE) – Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Umm Al Quwain, Fujairah
  • Kingdom of Saudi Arabia (KSA) – Riyadh, Jeddah, Mecca, Medina, Dammam
  • Qatar – Doha, Al Khawr, Al Rayyan
  • Oman – Muscut Salalah, Sohar, Niza Seeb
  • Kuwait – Kuwait City, As Salimiyah, Sabah as Salim, Al Farwaniyah
  • Bahrain – Manama, Al Muharraq
Customer Satisfaction in Middle East
  • Egypt (Cario, Alexandria), Turkey (Istanbul, Ankara, Bursa), Syria (Damascus), Iran (Tehran, Isfahan, Shiraz, Mashhad, Tabriz) Algeria, Tunisia, Morocco, Jordan (Amman), Lebanon (Beirut)
Customer Satisfaction in Africa

Nigeria (Logos, Kano, Ibadan), Congo (Kinshasa), Sudan (Khartoum), Tanzania (Dar er Salaam), Morocco (Casablanca), South Africa (Johannesburg, Cape Town, Durban), Ghana (Accra), Kenya (Nairobi), Zambia (Lusaka), Uganda (Kampala), Mozambique (Maputo), Madagascar, Cameroon, Tunisia