Research services for every stage of the customer journey
Jump to any service below for a full breakdown of features, benefits and who it's built for.
i-Delight Mystery Shopping (MSI)
Trained mystery shoppers pose as regular customers to evaluate service quality, standards compliance and employee performance.
Features
- Evaluate Customer Service — greetings, inquiry handling, brand-standard compliance
- Monitor Operational Standards — cleanliness, product display, branding and pricing accuracy
- Identify Training Needs — target training programmes from evaluation reports
- Assess Selling Skills — frontline ability to cross-sell and upsell
- Competitive Benchmarking Intelligence — see how your service compares to key competitors
Benefits
- Minimise silent customer attrition
- Increase customer loyalty and word-of-mouth recommendation
- Increase revenue through cross/upselling effort
- Benchmark performance against key competitors and industry standards
Target clientele
Customer Satisfaction Index (CSI)
Measures customer sentiment, loyalty and experience with a product, service or brand — a tool over 80% of successful businesses use to improve their offering.
Benefits
- Enhances product development and innovation
- Reduces customer attrition
- Enables personalised customer experiences
- Improves operational efficiency
- Enhances competitive advantage
Employee Satisfaction Survey
A tool designed to measure staff contentment regarding their role, work environment, leadership and overall company culture — key drivers of retention and performance.
Focus areas
- Job Satisfaction — emotional and cognitive contentment with pay, environment and growth opportunity
- Workplace Culture — relationships with teammates, management and overall morale
- Growth and Development — training, mentorship and career advancement opportunities
- Compensation and Benefits — satisfaction with salary, PTO and benefits
Net Promoter Score (NPS)
Measures customer loyalty by asking how likely customers are to recommend a product or brand to family and friends, on a sliding scale — as a stand-alone survey or part of a CSI study.
Benefits
- Good predictor of sales and loyalty conversion rate
- Improves customer engagement strategies
- Enhances operational efficiency
Awareness, Attitude and Usage Survey
Evaluates consumer knowledge, perceptions and behaviours regarding a brand or product, often on a recurring basis.
Benefits
- Tracks brand health
- Monitors competitive landscapes
- Helps make strategic marketing decisions
Service Climate Survey
Assesses staff knowledge, attitude and perception about their employer's brand promise, product value, unique selling proposition and competitive landscape.
Benefits
- Improves organisational service culture
- Enhances competitive spirit
- Boosts team and collaborative efforts
- Improves staff enthusiasm and engagement
Students' Aspirations & Lifestyle Survey (School Life Survey)
An economic and lifestyle survey measuring the opinions, attitudes, preferences and future aspirations of young people in tertiary institutions.
Goals
- Provide reliable data on the thought process, experiences and expectations of young graduates in Ghana regarding education and job prospects
- Enhance public and private sector engagement with tertiary institutions
- Help identify inequalities and special challenges facing tertiary students
- Help synchronise job opportunities with career aspirations
Opinion Polling
A survey of public opinion obtained by questioning a representative sample of individuals selected from a clearly defined target audience or population.
Benefits
- Adds clarity and value to issues of national or public interest
Monitoring, Evaluation and Learning (MEL)
A systematic process of collecting and analysing data to assess the effectiveness and impact of projects, programmes and policies.
Benefits
- Ensures accountability and evidence-based decision-making
- Improves effectiveness and efficiency
- Supports learning and knowledge management
- Strengthens communication, transparency and sustainability