Brand Experience (BX)
Brand Experience (BX) is the sum of the impressions and feelings the public forms from interacting with a brand, its messages, its products and its services.
Customer Experience
Customer Experience (CX) is everything customers live through and the impressions they form while dealing with an organisation across its channels and touchpoints. At Sadaa, we help organisations manage and improve their customer and beneficiary experience by understanding needs, designing journeys, measuring performance and turning the results into clear, actionable improvement priorities.
- 01
Voice of the customer programmes
Voice of the customer programmes are a system for continuously listening to customers' opinions and feedback and understanding their needs. At Sadaa, we design programmes that gather the voice of the customer through the right channels, analyse the feedback and link it to the stages of the experience, to guide improvement decisions and track their impact.
- 02
Satisfaction and loyalty measurement
Measurement that shows how satisfied customers are, how easily they get the service and how ready they are to recommend the organisation. At Sadaa, we design measurement tools using Customer Satisfaction (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS), and analyse the results to identify improvement opportunities and track changes in the experience.
- 03
Customer journey design and analysis
Mapping and analysing the steps customers take to reach their goal, identifying their needs, touchpoints and the challenges they face. At Sadaa, we study the current journey, identify experience gaps and design a target journey that sets out development opportunities, team roles and performance indicators.
- 04
Mystery shopping and mystery beneficiary
A way of assessing the customer or beneficiary experience through visits and interactions carried out by trained assessors according to defined scenarios and criteria, without revealing their assessment role at the time. At Sadaa, we assess service quality and compliance with standards across locations and digital channels, and deliver results that show strengths, gaps and improvement priorities.
- 05
Beneficiary satisfaction with government services
Measuring how satisfied beneficiaries are with government services and how easily they can access and complete them through in-person and digital channels. At Sadaa, we design the measurement tools and analyse the results by service, channel and journey stage, to identify the causes of friction and guide improvements that raise service quality and reduce beneficiary effort.