MR Firms, India :

No longer are products the differentiator of the brand. Service together with product results in the consumer experience with any brand. While Product quality is often controlled well, Service quality depends a lot on our employees representing the brand. Health of the brand is monitored at employee level using our comprehensive model “Hawk Eye”.

“Hawk Eye” is an observation study where a person is sent into a business location to act in the role of a customer to evaluate the performance of an employee representing the brand.

“Hawk Eye” evaluates the performance of the brand through measuring the performance of a range of employees who are the customer touch points for the brand.