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.

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survey analytics

Survey analytics: Distribution of answers

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 also included additional survey questions, following a similar strategy to that described in the article Improving on NPS Surveys,

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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. Read more

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.

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nps openmet

NPS and eNPS: Similarities, Relationships and Differences

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 to outline the main relationships, similarities and differences between these two metrics.

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Customer Satisfacción

Customer satisfaction and revenue weighting analysis

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 magnifying the results of the customers giving the greatest revenues and minimizing the results of those with the least.

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enquestes de satisfacció

10 Mistakes to Avoid in Customer Satisfaction Surveys

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 – although far from exhaustive – of the 10 most common mistakes made when designing satisfaction surveys.

Initial errors in the design of satisfaction surveys

diseñar encuesta de satisfacción

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análisis de gaps

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:

  1. Definition of the goal of the project and the indicators we want to assess
  2. Definition of the survey model and methodology to use for evaluating satisfaction
  3. Design, implementation of the survey and collection of data
  4. Analysis and interpretation of the results
  5. Identification of the critical aspects for improving customer satisfaction
  6. Design of the plan of action for improvement

Gap analysis

The last of these phases – the design of the plan of action – is especially important because,

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