Customer experience
Ease of the steps and clarity of information from the start of the experience to its completion
Products
Maydan app
Maydan by Sadaa is a mystery shopping and field and digital measurement programme that helps organisations assess customer experience and verify that service standards are applied across their locations and digital channels
About Maydan
Sadaa runs the programme from designing the criteria and scenarios to delivery through trained assessors and data quality control. Maydan combines an app for carrying out measurement with the Rihla platform for presenting and analysing results, enabling teams to identify gaps, prioritise improvements and track performance
An app that supports mystery shopping and field and digital measurement programmes, recording trained assessors' evaluations against defined criteria and scenarios, with results tracked on the Rihla platform. It helps assess the booking and reception journey in clinics and salons, hospitality services in hotels, and the shopping and service experience in malls and major retail chains, as well as restaurants, cafés and entertainment destinations
What it measures
Service delivery quality
Reception, waiting, communication and responsiveness to enquiries
Compliance with standards
How far agreed service standards and procedures are applied
Consistency across branches
Variations, good practices and improvement opportunities
Digital channel experience
Searching, signing up, booking, buying and requesting support.
How it works
- 01
We define the measurement goal
We agree with you on what you need assessed and the target locations and channels
- 02
We design the criteria and scenarios
We prepare clear criteria and situations that reflect your customer's experience
- 03
We carry out and review
Trained assessors carry out the assessments using the Maydan app, then we review data quality before signing it off
- 04
We present the results and set priorities
You follow the results on the Rihla platform and use them to guide operational and improvement decisions
Maydan sectors
Business owners, decision-makers, and operations, quality, compliance and customer experience teams in:
- Restaurants and cafés
- Hotels, serviced apartments and resorts
- Retail stores
- Healthcare facilities
- Entertainment destinations and events
- Banks and financial product providers
- Online stores and digital platforms