In Openmet improve customer satisfaction through surveys and diagnostics business.
The customer satisfaction surveys provide insight into the customer feedback on the various attributes of the product / service that contribute to your satisfaction.
Such projects allow to obtain feedback from customers and have objective metrics on aspects that should improve our business to achieve increase their satisfaction and loyalty.
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…
When I talk about weighting survey data, I’m often met with facial expressions of the type ‘Huh?’ in the person I’m talking to. This article will attempt to uncover the mystery surrounding survey weightings by explaining what they are and when they can be useful. The basics: Sample, Universe and Inference Behind every survey or…
The use of the Net Promoter Score (NPS) is increasingly common in surveys and studies on customer satisfaction, loyalty and experience. In this post, we explain in basic terms what NPS is and what, in our view, its pros and cons are. What is NPS? NPS is a very popular metric obtained by asking customers…
It is important to know what your customers are like, what they need and how they view the products and services they receive in order to be able to adapt your company to their needs, and to optimise their satisfaction and your benefit. There are different processes that companies use to get to know their…