Jan 2013

PROFILE DOCUMENT

1. The What

2. The Why

3. The Whom

4. The How

CONTENTS

THE WHAT What is Backlash? What does it do? and what not..

A word with a number of meanings, backlash refers to “a movement

backwards from an impact” or “an adverse reaction to an action/policy” or in

the world of Engineering, it refers to a certain gap between two gears which

reduces the efficiency with which they function.

Backlash Feedback Management Services aims at providing its clients with an

in-depth analysis of their perception in the eyes of their customers. By using a

combination of different quantitative as well as qualitative management tools

to capture and analyse customer feedback, hence giving businesses the power

to avoid a backlash.

Remember, to be good you look at your competitors, but to be the best, you

have to listen to your customers. We help you be the best!

WHAT IS BACKLASH?

Design of Feedback Systems

Our team of experts will help you design a customised feedback system which will take into consideration the specific needs of your business. The system will be designed so as to be

integrated with your existing CRM team structure and functioning, the aim is to collect only relevant data which will give the management team an accurate reflection of the customer’s

perception of their service.

Outsourced Feedback Systems

This is a service aimed at reducing the workload of your existing managers. In the present scenario, it is difficult for owners and managers to have in-house departments for all services,

thus, very often the feedback system itself is not installed. This can be very risky as it cuts off the management from the guest experience. In order to address this Backlash offers an outsourced

feedback service.

In this service, Backlash will provide the client with Feedback forms custom designed specifically for it. These are to be handed out to customers and collected by the organisation’s staff. The filled feedback forms will be collected by Backlash and then analysed and consolidated into a

report which will be provided to the management on a periodic basis

WHAT DOES BACKLASH DO?

Mystery Shopper Services

Many hotels believe that filling feedback forms is not a very pleasant experience for the customers. In such a scenario, obtaining customer feedback becomes more and more

difficult. We at Backlash have a solution in the form of a mystery shopper. In this case, what we do is send in one of our auditors in the guise of a customer. This person will not be known to anyone in the organisation, not even the management, and as they experience

the service, they will simultaneously be making notes about the service quality they’ve experienced. Based on these notes, we will be able to give a complete report on what aspects are good, while also informing you about what aspects of the service can be

improved.

General Market Research Services

No matter what your business idea, it is essential for you to have data in hand before you can invest into it. We can help you get this data. We have a team of MBAs and statisticians

who are dedicated to collecting and analysing data to give you meaningful information about your product/service.

Here we offer market research such as competitor analyses, customer preference surveys, wage surveys, consumer need analysis, and general market reports.

WHAT ELSE DOES BACKLASH DO?

THE WHY Why was it started?

Backlash is a sister concern of Mangal Advisory Services, an end-to-end

business advisory firm. In the course of its business, MAS realised that 90% if

incorrect decisions made by businesses is mainly because the information

required, especially in the areas of customer preferences and perceptions, is

not available in an easy to apply format. This is especially true in the service

and retail industries. As a result, MAS, began looking for service providers in

this area to help clients, but asides from Customer Relationship Management

consultants who provided mere guidelines as to how to collect data, there was

no one who offered an end-to-end solution.

WHY WAS IT STARTED?

THE WHOM Who runs this place?

Rohit Pinto – Managing Partner

A Mechanical Engineer with an MBA from the prestigious Goa Institute of

Management, Rohit has had experience across a number of industries

handling varied middle and top management functions including strategic

planning. His experience and skill ensures that you will always have

nothing but the most relevant customer perceptions made available to you.

Ashutosh Kharangate - Partner

A qualified CA with over 7 years of hands-on experience in financial

modeling, Ashutosh brings to the table his excellent analytical skills which

enables BACKLASH to deliver highly accurate solutions and suggestions

for improvement.

WHO RUNS THIS PLACE?

THE HOW How does it work? How do you get in touch?

Its really quite simple. If you feel that one or more of the services we offer

could help your organisation, or if you feel you need to understand the

services better, all you need to do is give us a call to set up an appointment.

We’ll send our representatives to your place of business who will evaluate your

business requirements and accordingly suggest what services are best suited

for your organisation. Moreover, you can get all your queries and doubts

cleared by them.

HOW DOES IT WORK?

Call us on:

+91-9422059821

Or e-mail us at

rohit@masgoa.com

HOW DO YOU GET IN TOUCH?