Mystery Shopping
Evaluate actual customer experience through trained mystery shoppers acting as real customers.
Explore More →Integrated Customer Experience & Service Quality Intelligence Solutions
Evaluate Indonesia helps businesses understand, monitor, and improve customer experience, operational consistency, and service quality through integrated operational intelligence, customer insight, and capability development solutions.
Helping Businesses Improve Customer Experience & Operational Performance
Customer experience today is influenced by every interaction customers have with a business — from branch visits and digital communication to operational execution and post-service experience.
Evaluate Indonesia helps businesses identify operational and customer experience gaps, strengthen service quality standards, improve operational consistency, and transform customer insight into measurable improvement initiatives.
The Evaluate CX Performance Ecosystem
An Integrated Customer Experience Intelligence Ecosystem
Evaluate integrates experience measurement, operational control, customer insight, and capability improvement into one connected ecosystem to help businesses improve Customer Experience and Service Quality Performance.
Customer Experience Intelligence (CXI)
Monitor customer experience quality across physical, digital, and omnichannel customer touchpoints.
Service Quality and Operational Evaluation (SQO)
Strengthen operational consistency and service execution quality.
CX Improvement and Capability Development (CXD)
Support operational improvement and customer-facing capability enhancement.
Customer Insight and Experience Research (CIR)
Understand customer perception, expectations, and behavior through strategic research and insight generation.
Customer Experience Intelligence (CXI)
Customer experience is built through real interactions across physical, digital, and omnichannel customer touchpoints. Businesses need visibility into what customers actually experience during real customer interactions.
Customer Experience Intelligence Solutions helps businesses understand what customers actually experience across physical, digital, and omnichannel interactions. These solutions help identify service quality gaps, operational inconsistencies, and customer experience friction points across the customer journey.
Mystery Calling
Evaluate communication quality and customer handling through telephone and hotline interactions.
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Digital & Omnichannel Experience Evaluation
Evaluate customer experience consistency across WhatsApp, email, social media, websites, applications, and digital channels.
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Customer Journey Evaluation
Analyze customer journey touchpoints, operational bottlenecks, and customer experience friction points.
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Competitor Experience Benchmarking
Compare customer experience quality and operational execution against competitors.
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Service Quality and Operational Evaluation (SQO)
Strong customer experience cannot exist without strong operational execution. Service inconsistency, operational gaps, and weak SOP implementation directly affect customer satisfaction and brand perception.
Service Quality & Operational Excellence solutions help businesses strengthen operational discipline, maintain branch consistency, improve operational execution quality, and ensure service standards are implemented consistently across operational locations.
SOP Compliance Audit
Evaluate implementation quality of operational and service standards across branches.
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Operational Integrity Audit
Identify operational irregularities, compliance risks, and operational integrity issues.
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Branch Operational Audit
Evaluate branch operational readiness, facility condition, and execution quality.
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Franchise Quality Monitoring
Maintain consistent brand and operational execution across franchise locations.
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Retail Execution Audit
Evaluate merchandising standards, display compliance, and promotion execution quality.
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Frontliner Competency Assessment
Measure frontliner capability and customer handling quality.
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Service Recovery Audit
Evaluate complaint handling capability and service recovery effectiveness.
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Customer Insight and Experience Research (CIR)
Operational data alone is not enough to fully understand customers. Businesses also need deeper insight into customer perception, emotional drivers, expectations, and behavioral patterns.
Customer Insight & Experience Research solutions help businesses understand customer perception, emotional drivers, expectations, behaviors, and decision-making factors through strategic quantitative and qualitative research.
Customer Experience Survey
Measure customer satisfaction, customer perception, and overall customer experience quality.
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Post-Interaction Customer Survey
Capture customer satisfaction, customer loyalty intention, and post-service experience survey.
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Experience Tracking Study
Monitor customer experience and satisfaction trends over time.
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Brand Perception Study
Understand brand image, customer trust, and competitive brand positioning.
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Customer Segmentation Study
Identify customer groups, behaviors, motivations, and preferences.
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Usage & Attitude Study (U&A)
Analyze customer product usage patterns and purchasing behavior.
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Focus Group Discussion (FGD)
Gather qualitative customer insight through moderated group discussions.
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In-Depth Interview (IDI)
Explore customer motivations, emotional drivers, and pain points in depth.
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Experience Exploration Study
Explore emotional customer experiences and hidden service frustrations.
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Central Location Test (CLT)
Evaluate customer reactions toward products and concepts in controlled environments.
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Home Usage Test (HUT)
Understand real-life product usage experience over time.
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Usability Testing
Evaluate digital platform usability and customer interaction quality.
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Panel Recruitment
Recruit qualified respondents nationwide for research and testing activities.
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CX Improvement and Capability Development (CXD)
Customer experience improvement requires more than insight alone. Businesses need operational action plans, capability development, leadership alignment, and customer-centric culture to create sustainable improvement.
CX Improvement & Capability Development solutions help businesses transform customer insight and operational findings into measurable improvement initiatives through capability development, operational alignment, leadership strengthening, and customer-centric culture building.
Service Excellence Training
Develop professional, customer-centric service capability.
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Frontliner Excellence Program
Strengthen customer-facing employee capability and customer engagement quality.
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Complaint Handling & Service Recovery Training
Equip employees to manage complaints and difficult customer situations professionally.
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Customer Experience Mindset Training
Build stronger customer-centric culture and customer experience awareness.
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Leadership for Service Excellence Training
Develop leaders capable of maintaining service excellence culture.
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Customized Service Quality Workshop
Tailored capability development based on actual operational challenges.
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