Gap Analysis for Customer Satisfaction
Many studies assessing customer satisfaction follow the same pattern, which we can broadly sum up as having the following phases: Definition of the goal of the project and...
Importance – Satisfaction Decision Charts
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...
Improving an NPS Survey
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...
Measuring Explicit vs. Implicit Importance in Customer Satisfaction Studies
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...
The importance of working climate surveys for companies
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...
Why and How to Use Weightings in Electronic Surveys
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...
NPS: What is it and What are its Pros and Cons?
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...
Evaluating and managing the organizational climate
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...