How to build trust and put to rest the doubts that workers may have in times of instability are big question marks that companies face and attempt to resolve through a leader who can contribute value and trust as well as knowledge. In this article, we are going to outline some of the key factors…
The search for excellence and improving aspects of organizational climate is paramount for businesses to run smoothly today and we will never tire of saying it. In 2013, we published a study on work environment in Spain with a sample of over 30,000 workers. As a result of this study, we were able to find…
After years of working with customer satisfaction surveys and assessment projects, OpenMet has observed a series of patterns of errors or misunderstandings that many people make when addressing this type of project. Without considering survey format, which we have already discussed in other entries on this blog, this post offers a short list or checklist…
Many studies assessing customer satisfaction follow the same pattern, which we can broadly sum up as having the following phases: Definition of the goal of the project and the indicators we want to assess Definition of the survey model and methodology to use for evaluating satisfaction Design, implementation of the survey and collection of data…
Whenever Openmet carries out a project to measure customer satisfaction, we try to include in the conclusions of our reports one of the analytical tools offering the most scope when considering potential improvement plans, discussing possible priorities, and even sparking heated debates between managers when we present the results. They are what we call Importance…
The use of the Net Promoter Score (NPS) in surveys and studies on customer satisfaction, loyalty and experience is widespread and becoming increasingly popular. As discussed in another blog post, it has both advantages and disadvantages. In this post, we are going to give you some simple strategies to include in NPS surveys, allowing for…
In studies and surveys evaluating the satisfaction of the customers we work with at Openmet, we always advise our clients to include measurements of the importance for their customers of the various aspects being evaluated. Beyond how satisfied or dissatisfied they may be with the aspects or KPIs (indicators) of the product/service evaluated, it is…
Today’s companies are often concerned about their employees’ opinion. They want to know their employees’ level of satisfaction and motivation in order to improve and create better performing and more efficient companies. And they use work climate or engagement studies to do this. The perception of a company’s processes, projects, results, decisions and procedures will…