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….
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 the indicators we want to assess Definition of the survey model and methodology to use for evaluating satisfaction Design, implementation of the survey and collection of data…
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 customers of the various aspects being evaluated. Beyond how satisfied or dissatisfied they may be with the aspects or KPIs (indicators) of the product/service evaluated, it is…
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 uncover the mystery surrounding survey weightings by explaining what they are and when they can be useful. The basics: Sample, Universe and Inference Behind every survey or…