Openmet Customers

Service Quality Evaluation

Service Quality Evaluation

Service quality evaluation allows companies to find out about customer opinion on different aspects of the service which have an influence on satisfaction levels (e.g. customer service, corporate image, etc.).

What is the service quality evaluation for?

This type of project allows us to obtain direct feedback from clients and to have objective metrics on the aspects that we should improve in our service in order to increase their satisfaction and loyalty. They also serve to identify points for improvement and critical areas that help us improve the company.

Desired objectives and results

  • Service quality evaluation
  • Identify strong points and areas for improvement
  • Open a direct channel of communication between employee and company
  • Improve internal customer orientation processes
  • Evaluate sales and after-sales processes
  • Differentiate yourself from your competitors
  • Obtain objective data for decision-making

How we work

  • We can adapt to survey models provided by the client, and we advise our clients on how to improve their questionnaires, based on our experiences in using different methodologies (e.g. Servqual).
  • We provide support for communication with those taking the survey
  • We manage the distribution and data capture process using electronic, in-person, telephone and/or printed surveys
  • If required we can explore client opinion through individual interviews and focus groups
  • We provide access to the Openmet Feedback Manager platform which allows users to visualise information in a Business Intelligence environment and automatically produce reports
  • We analyse and present the results of the study, pinpointing strengths and areas for improvement, or carrying out Gap analysis.
  • We help and support you throughout the process

Blog

We talk about employee engagement, work environment, customer satisfaction, electronic surveys and much more

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How can we help?

Here at Openmet Customers we can help you to manage and diagnose a large proportion of key information needed to ensure a better knowledge and understanding of the customer.
Openmet Customers helps you to maximise success in your market research projects thanks to the combination of our know-how and the help of our consultants, specialists and call-center agents, as well as our Openmet Feedback Manager software : E-Surveys, CATI and CAWI (capture of electronic data) + KPIs (dashboards and indicators) + Business Intelligence (results analysis environment).
We can conduct local or worldwide surveys, via e-surveys, phone surveys or other channels.

Why don’t we start?