Your expertise has enabled our team to take ownership, ensuring their actions align with our goal of providing exceptional customer experiences. Client satisfaction has reached unprecedented levels, thanks to your training approach, that enhanced our operations and elevated our brand reputation. Your dedication to excellence and transformative insights have left a lasting impact, making Nilee Consult an indispensable part of our journey toward outstanding customer experiences.

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 help 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.

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.

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%.

Over the years, we had challenges communicating effectively with our customers until Nilee Consult came along. With a practical approach to supporting SMEs likes mine, Nilee Consult helped us through Coaching and Training by supporting us with strategies and guiding us through our communication challenges. With the help of Nilee Consult we now have in place a structured feedback system which has greatly improved the service we provide. Everyone on the team now understands the importance of CX to our business growth and are committed to playing their part to achieve that. Thanks to Nilee Consult

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.