This article attempts to show the keys to OpenMet’s work environment model based on EFQM. In the 5F model, “The 5 factors for assessing human and organizational potential”, the first factor is Commitment. Commitment is composed of three major indicators that orient the keys to this factor. These are: Strategy and culture, Engagement and Loyalty….
Survey Analytics – Distribution of Answers The first analysis of the results of a customer satisfaction survey, customer experience or NPS is typically hierarchical or dimensional. This analysis involves analyzing the various questions and indicators of the survey to understand WHAT is working well and which aspects are considered good or bad. If we have…
In our day-to-day work as a firm that conducts customer satisfaction and experience projects and surveys, we often come across the same dilemma: We want to ask and find out lots of details about our customers… But we can’t ask everything we’d like to because the survey would be too long (which would lead to…
This article attempts to show the keys to Openmet’s work environment model based on EFQM. The second factor in the 5F model, “5 factors for assessing human and organizational potential”, is Leadership. This factor belongs to the Motivators group (Commitment, Leadership and Talent Management). Leadership. Work environment survey Leadership has four major indicators guiding us…
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…
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…