In Openmet customers improve the customer satisfaction of your company through satisfaction surveys models.
OpenMet Customers line is the market research and diagnosis of satisfaction, experience and profile customers OpenMet Group.
Our goal is to help businesses grow through proper assessment, counseling in decision making and diagnosis of one of the main axes of any company’s customers.
We help you manage and diagnose much of the key information to know and understand the customer better maximizing success in your projects.
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…
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…