CustomerEyes is the Customer Research arm of Centre for Customer Care (CCC) Malaysia and everyday, we help organisations listen to the Voices of Customers (VOC) and Voices of Employees (VOE). By listening to these voices, we are able to help our clients develop a better understanding of how customers feel about their business, products and services. At the same, looking inwards, how their employees feel about the company they are working for as well as how they as employees see themselves and the company providing service to their customers.

We provide the following customer research services:

1)   Mystery Shopping (MS)                       - VOC
2)   Customer Satisfaction Surveys (CSS)  - VOC
3)   Employee Climate Surveys (ECS)        - VOE


Having secured these valuable information, our clients are able to formulate necessary intervention strategies and service improvement action plans. The ultimate business weapon today is SERVICE, SERVICE, SERVICE. Product innovations will only give your company a short leadership period, perhaps 1 month, and then it gets copied. Price wars also won't work and the next thing you know, your competitors' pricing is just as close to yours. Advertising and promotions can run into millions of ringgit and succeeds in drawing customers to your shops in a frenzy but.......your mediocre service at frontline may just be chasing your customers out the doors, cursing, shouting, fuming and complaining....giving your company FREE BAD WORD-of-MOUTH advertisement. There goes all your millions of ringgit. We strongly believe that SERVICE EXCELLENCE is the only weapon left in your business arsenal to secure a sustainable competitive advantage in the market and much more resources MUST be allocated in this direction.



Our State-of-the-Art Customereyes online portal

We are totally excited about our Customereyes system and we can't help but keep bragging about it. Why so excited??????

Let me tell you why. Tradionally, companies would have to wait weeks and months for the arrival of their reports (usually very thick and requires another expert to analyse and decipher) and we call that waiting time a "black hole" because nothing can be done to address serious service issues. While everybody is waiting, service problems perpetuate and customers are walaking away to your competitors. Our call is "Let's plug the leaks before the whole boat sinks".

Now the GOOD NEWS! Our Customereyes system allows our clients access to their valuable data, 24/7, and from anywhere in the world. Information flow is so fast and reports eg Mystery Shopping reports, once finalised can be viewed by our clients and serious service defects can be addressed immediately before it festers and cause more damage to the company's image and business.

Not only are our clients able to access their data and see relevant reports, they are able to retrieve custom reports based on their own needs at that particular point in time, without having to contact us. When we say retrieve reports, it means that our clients are able to design and generate their own reports, using various filters and query functions, and not just downloaded a fix pdf report from a website.

Our Customeryes system also performs the function of data warehousing for our clients using the utmost security and backup measures. We ensure that our client's data is safe under the most extreme situations and retrievable when needed. We know of companies that have conducted surveys for years and have lost all their valuable survey data. Some others managed to store their data but have the vaguest idea how to integrate those data with the current survey projects. With Customereyes, that is no longer an issue. Our clients are able to retrieve their precious data and even perform trending analysis over a period of time.

To view a macromedia flash demo of our Customereyes system, kindly go to our Customereyes Demo. Remember to turn on your speakers.


Many think that CustomerEyes is a market research company. We are NOT! This is because market research companies only focuses on the delivery of information to the clients BUT our team at CustomerEyes sees the reports and information gathered as the beginning and the end, and will then hope to assist organisations to improve on all critical service areas. In fact, Customer Research is only the 1st Phase in our Total Customer Service Solutions Model.

To know more about our concept of Building High Performance Service Organisations (BHPSO) using a Total Customer Service Solutions Model, please do visit our Total Customer Service Solutions section.