Ethos Consultancy
Ethos Consultancy is a global organisation founded by Robert Keay in 1995.
With its head office in Dubai, UAE, Ethos’ services include the implementation of customer service standards, consultancy and training, online feedback solutions, customer satisfaction surveys, mystery shopping, as well as a range of benchmarking services relating to customer service quality.
Ethos, who was awarded the Small Business Innovation Award from Lloyds TSB in 2008, has pioneered new customer service methodologies and practices in the UAE.
In May 2009, Ethos launched its first UAE Retail Benchmarking Study 2009 . The first of its kind in the UAE, this report represents a study of customer experience in the UAE retail sector. RBS 2009 for the first time gives retailers the opportunity to compare across sectors, brands and emirates.
In 2008, Ethos Consultancy was honoured by the UAE Prime Minister's Office to develop and deliver the UAE federal government's Service Excellence programme. This programme is being delivered across 40 ministries/authorities and involves the customer service performance measurement of each ministry and authority's three delivery channels of location, telephone and website.
Ethos Consultancy, who is an official training and consultancy partner to The International Customer Service Institute (TICSI), has also been working on the implementation of international customer service benchmarking data. Ethos has secured access to international data that has become a valuable tool to organisations in the UAE and across the Middle East. Companies are able to apply this benchmarking tool to establish measures of international standards on service quality.