Every company, customer or experience is unique. So, it’s not a surprise that there isn’t a one-size-fits-all approach that delivers a way to measure CX across every organisation. At least, we don’t think so, and our clients agree.

At ABa, we create unique, bespoke Customer Experience Measurement programmes for our clients. To do so, we bring together decades of understanding CX itself, with cutting edge technology designed from the ground up for each client’s needs, and an absolute commitment to work in partnership with our clients to create a programme of the right customer experience measurements to fit individual business objectives. We’re not delivering off a shelf; we create programmes defined, designed, and delivered to meet our clients’ business goals and operational needs.

Within our industry, we are renowned for the end-to-end delivery of highest quality Mystery Shopping programmes. In addition to our core services, we also design, implement and manage lots of other customer experience measurement too, and our in-house Tech Team has the capability, innovation, and agility to develop a service solution to meet any specific client needs.

In short, we are not a supplier but a partner. We embed into our clients’ organisations and work in the long term to evolve their customer experience measurement programmes to fit their changing customer needs and landscape.

If you would like to discuss what could be useful for your organisation, please get in touch.

Mystery Shopping

Through coordinated programmes of in-person visits to our clients’ customer facing facilities and sites, as well as telephone, email and online interactions – we deploy hand-picked Mystery Shoppers to measure service at the frontline. We work in any industry sector and have extensive experience within Retail, Leisure and Financial Services.

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Compliance Audits

Whether checking health & safety in public houses, measuring queue times, checking POS compliance and marketing layouts, or cross-referencing online orders within instore product availability, we design programmes that meet our specific clients’ requirements.

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Customer Experience Measurement

Customer Experience Measurement is a catch all term that covers a wide range of tools that capture customer-centric data relevant to an organisation and/or industry. The insight gleaned from this data allows organisations to interpret and analyse how customers perceive and interact with their products, services, and brand.

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Voice of Customer

In the same way as our Mystery Shopping programmes, we work in partnership with our clients to design, implement and manage a bespoke Voice of Customer programme that is best suited to their individual business. We use a range of customer metrics, such as Net Promoter Score (NPS), Customer Satisfaction (C-Sat) and Customer Effort (CES).

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Satisfaction Surveys

As part of our complete CX measurement toolkit, we design, build, and manage a range of different customer satisfaction & employee satisfaction surveys, either as stand-alone projects or as an enhancement to an existing Mystery Shopping programme.

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Structured Customer Reviews

We developed our unique Structured Customer Review programme (SCR) to address the need to assess more challenging service situations where Mystery Shoppers cannot be used at all, or where they cannot be deployed in desired volumes.

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Customer Experience Dashboards

Our CX dashboards provide a one stop shop for information and trends on all customer measures within each client’s business, helping our clients put the customer at the heart of everything they do. The dashboard can display a wide range of different data streams, and we work with our clients to understand who needs to see what, and how best to show the information for ease of use, understanding and engagement.

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Colleague Training

Most frequently, we offer this as a complementary service to an existing CX measurement programme, where we have identified a need for additional frontline engagement and support. The training itself takes many different forms, and just as we do for each programme, we devise a structure that best suits each organisation and need.

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