Definition of objectives, indicators and target audiences
06Experience measurement and improvement planning
Satisfaction Surveys
Experience measurement, results analysis and development of improvement plans.
We measure, analyse and monitor how customers, partners and users perceive the services they receive. Results can be consolidated into a Satisfaction Index supported by findings, priorities and an action plan.
Solution tailored to the project
Capabilities
What can form part of the scope.
Final configuration is confirmed after assessing volumes, processes, systems, risks, users and service levels.
Custom questionnaires, scales and measurement criteria
Distribution by email, online form, QR code, telephone or in person
Statistical treatment, segmentation and agreed-index calculation
Dashboards, executive reporting and comment analysis
Recommendations, action planning and periodic measurement
Expected outcomes
Expected operational value
Objective measurement of satisfaction
Identification of weaknesses and opportunities
Evidence-based action prioritisation
Periodic monitoring of progress, trust and loyalty
Structured measurement
From the right question to an action plan.
Collection can combine digital and in-person channels, respecting the sample, context and data protection.
Email
Online form
QR code
Telephone
In person
How we work
A clear path with decisions and evidence.
01
Objectives and audience
Purpose, indicators, sample, groups and collection channels.
02
Questionnaire
Questions, scales, logic, languages, pilot testing and approval.
03
Collection
Distribution, response control, quality and data protection.
04
Analysis and plan
Index, findings, recommendations, owners and improvement deadlines.
Applicable industries
Applications by context.
The list is indicative. Final design is based on the actual operation and requirements.
Public servicesHealthcareBankingTelecommunicationsRetailTraining and events
References and good practices
Responsible scope and verifiable claims.
Method, sampling and index are defined for the study objective. Results should not be compared across projects with different scales, samples or periods without normalisation.
Initial assessment
Request a proposal Let’s size this solution for your organisation.
Share the context, volumes, objectives, existing systems and target timeline.