Services

What we do

Onion Insights partners with brands to Consult, Measure and Deliver exemplary Customer Experiences. We use tools of Focus Groups, Mystery Shopping, Customer/Dealer/Employee Satisfaction to help maintain and deliver Customer Excellence.

We strive to be the masters of story telling in today’s data abundant world. What is a data story? A data story contains data points on time, location, volume, trend, significance and proportion. It uses empathy, and it has a plot and a hero. It ends with some questions and some actions.

With the myriad of metrics available today, it’s tempting to drown in numbers. While figures aren't bad per se, we make sure that these are relevant to the role of those receiving the reports. We strive to tell the story behind the numbers by including learnings and insights. To create a true Customer Excellence Story we combine explorative data visualisation with narrative techniques. In essence, your operational numbers and their words will tell you where mediocrity lies, and what steps to take towards Customer Excellence. The gap between your performance today and excellence tomorrow are the priority actions you take to move forward in your journey to Customer Excellence. We deliver actionable and measurable insights to light the path for engaged decision makers in a compelling narrative – your Customer Excellence Story. 

How we do it

Our approach is simple, specific, and always on. We work closely with brands to understand their customer satisfaction goals and larger business goals, before we consult on and recommend the necessary research tools to meet them. We achieve this by:
1. Defining customised goals and objectives for every Customer Experience Measurement Program;
2. Analysing whether your organisation requires traditional Mystery Shopping tools, primary research with dealers and/or employees, a structured step-by-step standard operating procedure, or a customised hybrid program;
3. Designing customised research methodologies with neutral, simple, and realistic scenarios to glean sharp, unbiased insights;
4. Deploying Sassie, a globally renowned data collection, reporting and analytics tool for access to data;
5. Selecting and training the accurate demographic of resources. This has helped us maintain robust quality control and deliver authentic, actionable insights;
6. Constantly monitoring and interpreting data to understand and measure Customer Experience, improving service standards, and identifying trends that impact customer expectations.
7. Go beyond one-time measurement and reporting to build a customer-centric culture in our clients’ businesses.

Start your journey to Customer Excellence with us

We deploy a mix of the below listed tools when we partner with you
in your journey to Customer Excellence.

FOCUS GROUPS

Focus Groups to glean cultural and demographic-based insights from your target audience and understand how these insights shape expectations

SOP DESIGN & CONSULTING

We consult Businesses and help design Customer Service Standard Operating Procedures (SOPs), based on industry and competitive benchmarks and cultural nuances of your target demographics, using a combination of our Customer Experience know-how and best practices.

 

MYSTERY SHOPPING

We conduct Mystery Shopping in all forms (PoS In-Person, Phone, Web, Email), Integrity Audits, B2B Service Audits, Announced Audits, Competitor Benchmarking and much more in over 35 countries and counting.

CUSTOMER SATISFACTION SURVEYS

Customer Satisfaction Surveys to benchmark customer satisfaction in your organization

EMPLOYEE SATISFACTION SURVEYS

Employee Satisfaction Surveys help to measure how well your employees relate with your brand promise and how engaged they are with your business. Happy employees make happy customers!

DEALER SATISFACTION SURVEYS

Dealer Satisfaction Surveys are conducted to benchmark how well dealers relate with your brand and customer experience principles. It also helps to rate their advocacy and loyalty.

Why Us

CUSTOMER EXCELLENCE EXPERTS

Our experience speaks for itself. We’re pretty good at what we do.

GLOBAL AND
LOCAL
EXPERIENCE

We raise the bar for your brand but not before considering the cultural and economic nuances of the local market of a specific country. We have fieldwork resources in over 35 countries in the world! Our ultimate goal is to drive Customer Excellence... on Mars… as soon as it has a habitat!

INNOVATIVE, CUSTOMISED SOLUTIONS

No two businesses are alike. Our success lies in the fact that we thoroughly understand the dynamics of an organisation before designing a fresh approach each time.

TECHNOLOGY DRIVEN,
YET HUMAN

Of course, we’re technology driven. Which means we’re more accurate with our analysis. But we don’t dismiss the human element either. It reflects strongly in how we find the stories in your data and showcase reports. Our business is about people – we never forget that!

ROBUST
QUALITY
CONTROL

Quality control is at the centre of accurate, intelligent reporting. We reflect it in our work before our clients can trust us to raise the bar for theirs.

STRATEGIES THAT WORK AND DELIVER

Our results speak for themselves. Let our clients tell you like it is. Read more Here.

SUCCESSFUL, CONTINUOUS PARTNERSHIPS

Since we’re boasting, we’ll have you know that our very first customer is still going strong in our portfolio.

RIGHT QUALITY AT THE
RIGHT PRICE

Quality is at the core of all that we do. We strive to continuously provide accurate, intelligent and actionable information from the Programs we conduct for you at a price which does justice to what we do.

COMMITTED TO YOUR GROWTH, ALWAYS

When you grow, we grow. It's as simple! This is our mantra.

DO YOU REALLY NEED ONE MORE REASON?

We are pretty awesome at what we do! But you already had that figured out, didn’t you?!