Customer satisfaction

Assess your customers' satisfaction and loyalty to know how to improve it

We’re experts in customer satisfaction studies and surveys. We help you understand what they feel and think, detect where you can improve, and build an action plan based on real data and metrics like NPS, CSAT, or CES.

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Satisfacció de clients estudi Customer satisfaction surveys Analysis and expert consultancy Real-time data

Hundreds of companies trust Openmet

WHAT YOU'LL ACHIEVE

Customer satisfaction consultancy to turn opinions into decisions that grow the business

Understand what drives the customer

Know which product or service attributes determine customer satisfaction and what weighs most in their evaluation.

Detect what builds loyalty and what doesn't

Know the factors that retain customers and those that drive them away. The first step to acting on them.

Metrics and data to decide

Use indicators like NPS, CSAT, and CES to make decisions based on data, not perceptions. Capture qualitative information that will help you better understand your customers’ satisfaction.

Find growth opportunities

Identify the most satisfied customers to activate upselling and cross-selling strategies.

Open a direct channel with the customer

Gather customer feedback in a structured and periodic way, and improve communication between them and the company.

Improve internal processes

Connect and integrate the survey and its results with sales, after-sales, and quality processes to improve your company’s customer orientation.

OFFICIAL NPS

Official Bain license to work with NPS

We’re one of the few companies in the world certified by Bain & Company to apply the Net Promoter Score (NPS) methodology.

HOW WE WORK

Advisory, assessment, diagnosis, and action plan for the customer satisfaction study

We support you throughout the entire process with our own technology and strategic consultancy.

1

Questionnaire design and customization

We advise you on the methodology and on the design and validation of the satisfaction questionnaire. If you already have your own model, we adapt to it.

2

Multi-channel data capture

We manage data distribution and collection through the most suitable channel: electronic surveys, phone surveys, online panel, SMS, QR, or paper. If you wish, we run in-depth interviews and focus groups.

3

Openmet Feedback Manager results platform

We give you access to our customer satisfaction software to consult and analyze the results, visualize metrics and interactive dashboards, and generate all kinds of exportable reports.

4

Interpretive report and consultancy

We analyze the results, detect patterns and statistical calculations, apply industry-leading analysis methodologies (Kano, Gaps, NPS, ServPerf, EFQM,…), and deliver conclusions with recommendations to improve your customers’ satisfaction and loyalty.

5

Action plan and follow-up

We help you build a concrete improvement plan and provide you with goal management software to roll out and track each action.

Access the Openmet Feedback Manager demo

To help you better understand what a customer satisfaction survey is, request the demo. You’ll receive a sample survey by email and access to the Openmet Feedback Manager environment to review the results obtained.

Request the demo

YOUR PARTNER

Why Openmet?
You need a partner, not just software

20+ years of real-world experience

Over two decades helping companies across every sector understand and improve their relationship with their customers.

500+ companies vouch for us

The trust of hundreds of clients certifies the strength and reliability of our methodology.

Proprietary technology

Business Intelligence software to analyze results and make data-driven decisions.

Expert guidance

More than a platform. We're a customer satisfaction consultancy that helps you execute and measure every improvement.

AI-augmented consultancy

More time with you, less spent on document production. We let artificial intelligence work in the background so we can focus where we add value.
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TESTIMONIALS

What do the clients who trust Openmet say?

Working with Openmet on our annual customer satisfaction survey is synonymous with success. We would like to highlight their high level of professionalism, their speed of execution, and their excellent service quality, which allow us to make strategic decisions.

Miguel Barajas Production Director

Start improving your customers' satisfaction and loyalty today






    FAQS

    We answer your questions about customer satisfaction

    What is customer satisfaction?

    Customer satisfaction is the degree to which a company’s products, services, or interactions meet or exceed its customers’ expectations. It’s a subjective but measurable perception that reflects how well what the company offers aligns with what the customer expects to receive. Measuring it systematically allows you to identify what’s working, what needs to improve, and which factors weigh most in the customer’s decision to keep trusting the organization.

    Why is it important to measure customer satisfaction?

    Because a satisfied customer repeats, recommends, and is less price-sensitive—and an unsatisfied customer leaves quietly and takes others with them. Measuring satisfaction lets you detect problems before they become customer churn, identify the service attributes that generate the most value, and make commercial and operational decisions based on real data. At Openmet, we repeatedly see that organizations that measure their customers’ satisfaction on a regular basis achieve higher retention rates and more sustained growth.

    What types of customer satisfaction surveys exist?

    There are several types, each designed to measure a different dimension. General satisfaction surveys (CSAT) assess the customer’s overall perception of the service or product. NPS surveys (Net Promoter Score) measure the likelihood that the customer will recommend the company. Transactional surveys gather feedback right after a specific interaction. Based on your needs, we’ll recommend the best option.

    What's the difference between customer satisfaction and customer experience?

    In a black-and-white world, customer satisfaction usually measures the aggregated result from evaluating different aspects, with the goal of understanding to what extent the customer’s overall expectations have been met. Satisfaction tends to use longer surveys that are run at long time intervals (every six months or yearly). Customer experience, on the other hand, is usually a continuous process in which the specific interactions the customer has with the company are assessed, using shorter surveys on a constant and recurring basis. Often, however, there’s a gray area, and satisfaction and experience blend together.

    BLOG

    Latest articles

    News, tools, techniques, and advice on customer satisfaction and experience

    surveys with question rotation

    Surveys with Question Rotation

    One of the most important challenges that we face at Openmet when it comes to customer surveys is the need for brevity. In general, the time spent by customers completing surveys tends to be very limited, and we have to make the most of that attention span to obtain as much feedback as possible. […]Read More… from Customer satisfaction
    electronic customer surveys

    Electronic customer surveys: Asking more with fewer questions

    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 other problems such as abandonment, poor quality responses and increased costs, among others) Electronic customer surveys. In this post, we outline three basic strategies that we use in customer surveys to solve this problem at least in part and achieve what may otherwise seem impossible: ask more with fewer questions. Three basic strategies for asking more with fewer questions in electronic surveys 1. Pre-segmentation This strategy could alternatively be called “Never ask what you already know”. Although it may seem obvious, many customer surveys and forms do not heed this rule and ask customers about aspects that are already in the company databases. This should never happen. A good survey should pre-load this data to make it available during the survey and results analysis and not pass on to customers the internal data management shortcomings of the company. Generally, two typologies of customer are surveyed: A. “Known” customers (or B2B customers, on whom we already have information in the CRM or other data sources). These customers are in the company database and we probably already have information on aspects such as: The name of the customer or their address The area where they live or the store where they usually buy The type of products or services that the customer purchases Their annual revenue or classification in the customer ABC The sales channel they use … and many others B. “Unknown” customers (or B2C customers, anonymous customers, such as customers who go to a restaurant chain or visit a website). Although these customers are not in the databases, it is also possible to pre-segment them using information that we may already have, such as the geographical area or establishment where the survey is conducted. We can also obtain automatic information on customers through other means, including the use of social WiFi (the customer gets free wireless access in exchange for sharing details of their social profile).   2. Conditional questions and answers We could also call this strategy “Don’t ask what doesn’t concern you”. The aim is to make sure – based on the responses and customer data we already have – that all the questions asked of a customer are relevant and can be answered. To adapt the survey to the customer profile, we need to use conditional questions and answers, hiding and showing whole parts of the customer satisfaction survey based on the information we already have. For example, if we have preloaded customer data, we can ask only about the specific product or service that we know they use. The ultimate aim is to ensure that all of our questions are relevant and can be answered by the customer and that we are not wasting our “shots” (or questions) unnecessarily.   3. Random questions This strategy could also be called “Divide and conquer” or “Jigsaw survey”. The idea is to divide the survey into parts as small as we would like so that each customer only answers a few questions. The questions will be different for each customer. This system allows us to obtain aggregate results (responses from all customers) with data on answers to lots of questions, but with partial samples for each. In other words, we can design a survey that is as complex as we like provided that our sample is large enough to be divided into small parts that can be selected at random to minimize any bias (most survey software incorporate this option).   Conclusion Typically, a good satisfaction survey design gives us far more information on customers – both their characteristics and their opinions – without having to answer to tiresome questionnaires. Three possible strategies are: pre-segmentation conditional questions random questions With these strategies we can achieve the seemingly impossible: ask more with fewer questions.   […]Read More… from Customer satisfaction
    Satisfacción clientes encuestas

    Satisfaction surveys: How to choose the most suitable type for each case

    When our clients ask for help with their projects to assess customer satisfaction or experience, there is one important aspect that needs to be decided from the word “Go” because it will dictate certain features of the study: the decision on how and which is the best system for conducting interviews or customer satisfaction surveys. Telephone? Face to face? Electronic? This decision is typically made based on different reasons that we wish to summarize in this blog post. Satisfaction survey: types of customer surveys and interviews The tools available for obtaining feedback or interviewing customers generally end up being one of the three types shown in the table below. Each type of satisfaction survey has its pros and cons that we will need to evaluate based on the characteristics, aims and budget of the study. Type of survey Pros Cons Most common applications Face to face · The survey can be done on the spot, at the same time as the product or service is consumed · High cost · Key customer surveys · The required sample can be selected dynamically and in situ · If customers are geographically disperse, it is more expensive · Surveys with more qualitative information · Objects or information can be shown directly to the customer · Takes longer to complete · Long, complex surveys · Good answers to open questions · Surveys where the customers are together in a single place and time · The customer can be asked to complete certain aspects · On-the-spot surveys at the point of service By telephone · We can have a lot of control over the interview content and exact process · Average cost · All types of general survey · The selection of the right sample can be very good · It can be boring if lots of similar questions need to be answered (e.g. with scoring scales) · Some customers may be difficult to find · Visual information cannot be displayed Electronic/Web · Low cost · Low indexes of response · B2B surveys with a strong or fixed relationship with the customer · A large number of or all the customers can be surveyed · There is nobody to clarify questions · Surveys to users of websites, cell phones or apps · Customers can respond when it suits them · The answers to open questions tend to be poor · Surveys integrated with business software (CRM, sales outlet, reception, etc.) · Video and images can be inserted · Subsequent statistical processing may be needed for the selection of the correct sample · Internal satisfaction surveys to company staff · Easy to answer and usually quick for customers · Automated, regular, very short or unassisted surveys (e.g. newsstands) · Studies are quick to conduct To find out more about satisfaction surveys, we recommend reading other articles from our blog here. […]Read More… from Customer satisfaction
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