Customer Satisfaction:
Methodology
OpenMet’s standard model of customer
satisfaction is a general proposal that contains the fundamental
variables to manage customer satisfaction in the majority of companies.
These variables are divided into three large areas:
Product:
- Loyalty: Measure the customer’s tendency
to repurchase and recommend the product as well as the general
degree of satisfaction in its meeting his or her needs
- Price: Measure the perception your customers
have on price in relation to the competition and the products
they get in exchange
Company:
- Image: Rate aspects related to the external
image the company projects to its customers such as its technological
capability, the appearance of its installations or personnel
and its communication materials
- Post-sales Service: Indicate the company’s
ability to quickly and proactively solve any possible problems
that may occur after the sale
- Availability and Delivery: Point out the
integrity of the philosophy of supply and delivery
People:
- Customer Service: Measure the empathy shown customers, as
well as the degree of professionalism and experience your customers
perceive in you
- Commitment: reveal the degree of information about the product
you supply the customers as well as your employees’ commitment
to assisting them
- Sales Department: Measure the perception customers have of
your company’s sales department and the reliability of
the company’s communications philosophy
With OpenMet’s standard model of customer satisfaction you receive all these variables upon 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 variables (and the questions they make up) to tailor the final result to the concrete needs of the company.
See how it
works | Request a demonstration
| OpenMet
Clients.pdf 