Our initial interaction with Amanda and the Nilee Consult team involved training our customer experience ambassadors, radiating success with vibrant energy. This evolved into further collaboration, encompassing a 360° mystery shopping and training for branch executives. Insights gleaned significantly enhanced departmental performance, emphasizing the criticality of all customer touchpoints. Nilee Consult’s outstanding after-sales support, especially in monitoring recommendation implementation, played a pivotal role in UBA Ghana being recognized as the top bank for Customer Experience (Retail Segment) in the 2022 KPMG survey. Social media response rates also saw notable improvement. Gratitude to Nilee Consult for contributing to our growth and exceptional service delivery.

Before partnering with your consultancy to train our staff, they struggled to understand the vital connection between their roles and the overall customer experience. It was a challenge that hindered our ability to provide superior service. Your expertise has empowered our staff to take ownership and responsibility for their actions, ensuring that every step they take aligns with our strategy of delivering exceptional customer experiences. This positive shift has directly translated into greater customer satisfaction, as we now see our clients happier than ever before. Your training has not only improved our operations but has also elevated our reputation in the eyes of our customers. Your commitment to excellence and transformative insights have truly made a lasting impact. Thank you once again for your invaluable partnership. Nilee Consult has undeniably become an integral part of our journey towards delivering outstanding customer experiences.

As a financial services provider, we at OmniBSIC Bank aim to be the number one bank in customer service delivery and to achieve that, we brought on board Nilee Consult to conduct a 360-degree mystery shopping assessment for the bank. Their expertise brought to light key observations across all our customer touchpoints, addressing painpoints and weaknessand also our strengths and opportunities. Thanks to Nilee Consultant, OmniBSIC Bank optimised its website user experience to enhance customer experience and many more. Our deepest appreciation goes out to Nilee Consult for contributing to our growth and exceptional customer service delivery.

Nilee Consult has played a pivotal role as a valued partner in our ongoing efforts to elevate the customer experience across all touchpoints. Through their meticulously executed 360-degree mystery shopping exercise and customer insight survey, they provided invaluable insights into customer perceptions, compliance, and the overall quality of service delivered by our staff. Their enthusiastic engagement and collaborative approach throughout the process were exemplary, resulting in a comprehensive report that has empowered us to refine service standards and implement internal measures aimed at enhancing our performance in identified areas. We are confident that with these enhancements, we will be able to consistently exceed customer expectations and deliver delight at every interaction point.

After the launch of our digital channels, we noticed a slow adoption of the platform by our client. This led us to seek the expertise of Nilee Consult in conducting Market Research and User Experience Audit of our digital channels. The strategies and recommendations proposed by Nilee Consult helped to improve the uptake of the digital platforms and enhanced the overall User Experience on our digital channels. There has been a significant usage of our digital platform ever since.

Before Nilee Consult, our team lacked a clear understanding of how their roles impacted the overall guest experience, resulting in substandard service and negative guest reviews. Since we brought in Nilee Consult, we’ve witnessed a remarkable transformation in our team’s work ethics. There is a newfound appreciation for our role in guest satisfaction, and our staff are now more conscientious with their attitude towards guests. The commitment to delivering our best for guests is evident. We’ve seen a positive shift in guest feedback and have consistently received referrals.

We had the pleasure of working with Mandy, Nilee Consult, for a training session on client experience. Mandy’s expertise and engaging style left a lasting impression on our team. She effortlessly combined professionalism with approachability, making the sessions both informative and enjoyable. Mandy’s insights were invaluable, and her passion for enhancing client experience is evident. We highly recommend her services to anyone looking to elevate their client interactions.

As a business, one of our core objectives is to deliver exceptional customer experience and to achieve this we had lean on the experience of Nilee Consult. Hitherto, we received some customer complaints and experienced some inconsistencies across our customer touchpoints. We needed the right partner who understood our challenges and we found that partner in none other than Nilee Consult. They carried out a 360 degrees mystery shopping activity and customer insight survey and based on findings and recommendations, we were able to identify our strength and areas we needed to improve. There has been a significant improvement in staff professionalism, leading to an increase in our claims touchpoint Turnaround Time from 70% to 90%.