Customer Satisfaction and Experience

Consulting, assessment, market research, diagnosis and action plan for improving the evaluation processes of customer satisfaction and experience

Customer satisfaction surveys allow companies to find out about client opinion on different aspects of the product or service that contribute to their satisfaction (e.g. customer service, corporate image, after-sales service, etc.).
Customer experience projects try to measure the emotional response of the customers while their interact with your company (the different touchpoints during the customer journey), using NPS® – Net Promoter® Score or similar metrics.
These type of projects obtain direct feedback from customers and creates objective metrics relating to factors that need to be improved in order to increase the customer experience, satisfaction and loyalty.
It can also be used to identify areas to improve and critical areas for the company as well as to improve internal customer orientation processes.

Desired objectives and results for customer experience and satisfaction

• Assess customer satisfaction and experience, and understand what influences it


• Obtain objective metrics (such as NPS®) and data for decision-making


• Identify aspects that influence customer loyalty


• Discover which customers are most satisfied, these could be targets for upselling or cross-selling


• Identify areas to improve and weak areas


• Open a direct channel of communication between client and company


• Improve internal customer orientation processes


• Evaluate sales and after-sales processes


• Differentiate yourself from your competitors

How we work customer satisfaction

• We manage the distribution and data collection process through the most suitable combination of languages and channels (e.g. for different countries, using e-surveys, phone surveys, printed surveys or others)


• Our experts can provide advice on the methodology (e.g. EFQM, Servqual, etc.) and the design and validation of the questionnaire.


• We can adapt to the survey model provided by the client.


• If required, we can explore client opinion through individual interviews and focus groups


• You have access to our Openment Feedback Manager platform which allows for visualisation and analysis of responses in a Business Intelligence environment and lets you create reports of all kinds


• We analyse and present the results of the study, pinpointing strengths and areas for improvement.


• We can help with the development of a strategic action plan for improvement


• We provide support throughout the process, ensuring that everything runs smoothly and that you obtain relevant results which will help your company to improve