Our Work.
Our three products are designed to unlock genuine loyalty and help you crack the code when it comes to your customers, competitors, and colleagues.
Wisdom of Crowds.
WHO IT’S FOR:
Organizations in the know are looking for more than just surface-level competitor analysis and CRM. Uncover truths about competitors that they may not even know themselves.
DATA SOURCES:
We use online reviews, bypassing the numeric rankings, to get to the substantive commentary where people tell us why they feel the way they do about their experience with a service or product. We also send our open-ended surveys to large panels of targeted consumers.
EXAMPLES:
Applications for this type of study are far-reaching. We’ve used Wisdom of Crowds for studies ranging from some of the world’s largest airports to professional sports teams and arenas. It is a forward-thinking solution for almost any customer-experience business. Airlines, retail organizations, hospitals and healthcare professionals, insurers, auto dealerships, restaurants, and hotels are just a small sample of who would benefit from a Metis Wisdom of Crowds study.
Voice of the Customer.
WHO IT’S FOR:
Businesses that already capture opinions from customers or those who wish to. Uncover the secrets that transform casual customers into loyalists and keep them coming back for more.
DATA SOURCES:
We use data from open-text sections of surveys that companies already collect but have found too difficult to analyze meaningfully. This is not uncommon. Or, we will design new open-ended question surveys in collaboration with you or upgrade the quality of your existing survey questions to get more actionable intelligence.
EXAMPLES:
Any business that wants to genuinely understand its proven customers on a deeper, more strategic level will benefit from a Voice of the Customer study. As one CFO client said, “I’m tired of watching my Net Promoter Score go up a little one week, down the next, and back up the third. What do I do with that?”
Unintended benefits of our unique Voice of the Customer approach include having one client tell us it generated sales, as it reminded customers of their business. Another case involved members of a private club who were surveyed offering to help implement the ideas they were suggesting. In other words, showing genuine interest in people’s opinions and ideas spurs greater engagement with you.
It is not unusual for clients to use both the Wisdom of Crowds and the Voice of the Customer in tandem to achieve even richer insights.
Voice of the Employee.
WHO IT’S FOR:
For organizations who want to learn what their employees really think. Get an unprecedented look into what matters most to your team. This will be different from what you may have thought based on traditional guided choice employee surveys. The increased perspective will help you make more targeted and confident decisions.
DATA SOURCES:
Our surveys are crafted with broad, open-ended questions that do not influence the respondent’s answers. For example, we would never ask whether the employee feels adequately empowered or compensated. This type of question is too leading. Instead, this information always surfaces if it is genuinely important to your colleagues. And, you will learn the nuances that make a difference in retention, productivity, and morale.
EXAMPLES:
Voice of the Employee helps any forward-thinking business that seeks a competitive advantage by attracting and keeping top talent. The process of simply asking intelligent questions implies respect for your team, open-mindedness, and wanting to rise beyond mere “employee satisfaction”.
Most importantly today, when finding the right talent is unusually challenging in many industries, gain an understanding of how to authentically and more successfully recruit.