In Openmet improve customer satisfaction through surveys and diagnostics business.
The customer satisfaction surveys provide insight into the customer feedback on the various attributes of the product / service that contribute to your satisfaction.
Such projects allow to obtain feedback from customers and have objective metrics on aspects that should improve our business to achieve increase their satisfaction and loyalty.
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….
Survey Analytics – Distribution of Answers The first analysis of the results of a customer satisfaction survey, customer experience or NPS is typically hierarchical or dimensional. This analysis involves analyzing the various questions and indicators of the survey to understand WHAT is working well and which aspects are considered good or bad. If we have…
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…
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….
As a firm specialized in analyzing feedback from people, OpenMet carries out a lot of projects and surveys to assess customer satisfaction or experience measuring NPS (Net Promoter Score). When we conduct surveys and studies on employee satisfaction, motivation and work environment, we increasingly include eNPS (employee Net Promoter Score). This blog post will attempt…
Most of the studies on customer experience and customer satisfaction surveys that we do at OpenMet typically include an analysis weighting the results by revenues. This post will briefly explain this type of analysis of results and its main features. What is revenue weighting? Briefly, revenue weighting is a way to analyze customer results by…
After years of working with customer satisfaction surveys and assessment projects, OpenMet has observed a series of patterns of errors or misunderstandings that many people make when addressing this type of project. Without considering survey format, which we have already discussed in other entries on this blog, this post offers a short list or checklist…
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 the indicators we want to assess Definition of the survey model and methodology to use for evaluating satisfaction Design, implementation of the survey and collection of data…