Appendix A

Key Market Research & Customer Experience

Projects handled during 2015 - 2016

  • Customer segmentation and positioning research for a new credit card product by a local Bank.
  • Mystery shopping and calls for a retail electronics chain.
  • A global study (secondary research) encompassing MENA, European Union and Asia Pacific region (overall 25 countries) for IPTV.
  • Ad concept testing for an ad positioned for children.
  • U&A study and Gap Analysis for a leading educational group for setting up a school in Dubai.
  • U&A study and prototype testing amongst super premium mobile phone users.
  • Customer feedback research and quarterly racking for a leading healthcare service chain in the region.
  • Automation and real-time customer feedback tracker design, implementation and quarterly reporting for a leading real estate developer based in Dubai.
  • Developed and implemented a 360 degree automated customer feedback system for a local Bank.
  • Defined customer journey, touch-points and set-up operational KPI’s at various journey touch-points. The system measures, monitors and reports anomalies. And provide real-time insights to leadership.
  • Customer service manual design for a Real Estate company.