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...
Category: Customer Satisfaction
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.
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...
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...
Customer Satisfaction surveys: 12 key points to bear in mind
It is important to know what your customers are like, what they need and how they view the products and services they receive in order to be able...