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Methodology: Customer satisfaction
OpenMet’s standard model of customer satisfaction is a general proposal that contains the fundamental Key Perfomance Indicators (KPI’s) to manage customer satisfaction in the majority of companies. These KPI’s are divided into three large areas:
With OpenMet’s standard model of customer satisfaction you receive all these KPI’s by filling out the standard questionnaire; that in its most concise version is composed of only 31 questions. The responses are measured by the application of Likert scales with four values.
Depending on the characteristics and context of the company to be analyzed, you may eliminate, modify or add KPI’s (and the questions they comprise) to tailor the final result to the concrete needs of the company.