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…
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…
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 scope when considering potential improvement plans, discussing possible priorities, and even sparking heated debates between managers when we present the results. They are what we call Importance…