Qmetrics’ Methodology
The results produced by traditional methodologies to measure and manage the experience in the market are based exclusively on the completion of questionnaires to customers and do not provide more than vague indications, which contribute little to the effective performance of an action plan aimed at improving the experience. of the customer.
Qmetrics' main objective is to respond in a differentiated way to the limitations of traditional methodologies, proposing new methodologies based on the most recent scientific developments.
Qmetrics methodologies allow identifying priority action areas, answering questions such as:
- 1. What to do to retain customers?
- 2. What to do to increase the recommendation and the NPS?
- 3. What to do to increase the share of wallet?
- 4. What are the impacts of the actions taken on the profitability of the business and how to improve this profitability?
The Qmetrics methodology puts market experience at the heart of the business. It provides concrete and operational information that facilitates decision making for managers in relation to the relationship with the customer.
“Bad measurements generate bad information. Bad information leads to bad decisions. Bad decisions lead to a loss of competitiveness. Loss of competitiveness leads to loss of margins and capital. Show me a loser and I will show you a company with a bad measurement system.”
(ACSI Founder - American Customer Stisfaction Index)
Employee and Customer Experience
The methodology is based on
- • In conducting surveys with samples of customers or employees through multiple channels and touchpoints;
- • In monitoring the online universe (social networks, online media, blogs, etc.) in order to measure the social presence of companies, their brands, products and services;
- • In the use of models based on the theory of consumer behavior and employee and in the specific knowledge of the studied organization that allows to predict the attitudes and behaviors of consumers and employees.
The methodology uses Structural Equation Modeling (SEM), a methodology considered the “state of the art” in these areas.
This methodology was developed in an international university network of researchers that combines econometric statistical methods and the theory of consumer behavior.
The SEM methodology is used in the American Customer Satisfaction Index (ACSI) and European Customer Satisfaction Index (ECSI) projects, allowing the results produced by Qmetrics to be comparable with those produced ACSI / ECSI projects, covering a large number of countries on virtually every continent. Thus, Qmetrics customers can carry out national and international benchmarking.