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…
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…
Today’s companies are often concerned about their employees’ opinion. They want to know their employees’ level of satisfaction and motivation in order to improve and create better performing and more efficient companies. And they use work climate or engagement studies to do this. The perception of a company’s processes, projects, results, decisions and procedures will…
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…
For several years now, Openmet has studied worker commitment through the responses of the people who do work environment surveys with us. Commitment is an essential concept to consider when we want to find out the organizational climate. But can commitment really be defined or understood generically? Are its related concepts always the same? Do…
The use of the Net Promoter Score (NPS) is increasingly common in surveys and studies on customer satisfaction, loyalty and experience. In this post, we explain in basic terms what NPS is and what, in our view, its pros and cons are. What is NPS? NPS is a very popular metric obtained by asking customers…
The importance of the organizational climate There are many different definitions of what the organizational climate of a company is. Perhaps the most simple and helpful is that provided by a renowned specialist in the field, Robert Stringer, who, in his 2002 publication Leadership and Organizational Climate defined organizational climate as the collection and pattern…