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…