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12 years of Experience in several countries
Discover the power of real-time feedback analytics to transform your business. GlobalMetrics makes it simple to gather, analyze, and act on customer insights, helping you improve satisfaction, ensure consistency, and elevate service quality across all locations.
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GlobalMetrics delivers smarter feedback solutions to help businesses improve customer experiences and achieve lasting success.
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More than 12 years in the market, with experience across 200+ clients and 25 industries in 7 countries, including the US. We are highly flexible in tailoring solutions to your company’s specific requirements, supported by a professional group of people dedicated to taking care of your business. Our proven solutions ensure the best possible results for your success.
Put the voice of the customer at the center of the company's strategy, operation and decisions
At GlobalMetrics, we specialize in collecting and analyzing customer feedback in real time. Whether through digital channels like email and text or physical setups at your locations, our solutions help you track customer experiences today and tomorrow. Understand your customers, enhance experiences, and improve operations with ease.
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About Us
GlobalMetrics is a team of experienced professionals with a proven history of enhancing customer experiences for leading FMCG companies worldwide. Since our founding in 2012, we’ve been driven by a passion for real-time customer insights. Inspired by innovative survey systems, we developed solutions that capture and process feedback instantly, enabling businesses to foster a customer-centric culture.
With a presence across the US, Mexico, Chile, Colombia, Costa Rica, and other regions, we deliver over 2.7 million surveys monthly through cutting-edge dashboards. Our mission is simple: empower organizations with timely, impactful data to optimize client experiences and drive business success.
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Santiago International Airport has 2 terminals and transported more than 26.3 million passengers in 2024. It is administered by a concession formed by Groupe ADP (45%), Vinci Airports (40%), and Astaldi Concessioni (15%).
Challenge:
Santiago International Airport needed to unite the passenger feedback system regarding the infrastructure of the airport and the services it provided (airlines) (CRFS, comment, claim, congratulations and suggestions) and thus meet the requirements of the concession. The MOP (Ministry of Public Obres of Chile) has a claim period of claims of 30 days.
Tactile screens were placed at the following airport points:
General public bathrooms, together with alarms when the bathroom appeared dirty.
Information, with spaces of suggestions, comments and claims.
High flow corridors in international and national terminals with customer satisfaction surveys.
Checklist for review of the infrastructure status applied by the same concessionaire staff
Solution:
Efficiency and best service standard increased in bathrooms
Reduction in the claims response rate from 15 days to less than 48 hrs.
Greater control of the MOP (government institution) on the service delivered by the concessionaire.
Success Story
In Nueva Pudahuel we have put all our focus on the experience of thousands of users who visit us daily. With the help of Global Metrics we have been able to integrate all the channels through which customers enter their comments and consultations. This has improved the management of all cases that enter and require our support and attention.
Antonio Baeza
Deputy of Quality and Environmental Manager
Nuevo Pudahuel S.A
Dunkin is an international restaurant chain specializing in coffee and donuts with 125 locations in Chile. The number of stores grew 20% in 2022.
Substantially increase the amount of customer feedback.
Effectively evaluate the level of service delivered by their workers.
Reduce the variance in customer experience between different stores across the country.
Success Story
For companies managing customer experience and facing challenges with digital processes, incorporating physical feedback solutions will improve response rates and insights. To better help you:
Are you currently managing customer experience?
Which tool are you using?
What problem are you having?
Are you currently using incentives to get the customer to respond the survey?
Get the full potential of customer feedback with our innovative solutions. Move beyond the limitations of digital-only responses and complement with physical feedback collection. Gain richer, real-time insights, audit your operations processes, drive customer satisfaction, and fuel your business growth. Discover the difference today!
Challenges
Challenges
There are 2 kind of situations: Clients 1) measuring and 2) not measuring
◉ Moving from the actual comfort zone to a new system.
◉ I don't know where to start and how to use it.
◉ Don’t know the benefits.
◉ Cultural change for the workers
◉ Include the information into business processes.
◉ Immediate: solving problems
◉ Medium: correcting
◉ Long: improving processes.
◉ Digital measuring: struggling with low response rates that fail to provide meaningful insights? Without location-specific analysis, the data lacks depth.
◉ Complex and expensive systems relying on incentives can drain resources, while employees are burdened with pushing customers to respond.
◉ Integrating digital and physical feedback creates a complete journey performance.
◉ Capturing insights at the moment of experience to ensure richer details and actionable outcomes.
Clients Who Trusts Us
Not Measuring
Measuring
Questionnaires
◉ Do you currently have a customer experience feedback system in your company?
◉ Are you able to analyze by location with enough data?
◉ Do you have more than 8% of the response rate by location?
◉ Do you know the level of satisfaction of each location?
◉ Do you know the NPS (Net Promoter Score) of your company?
◉ Do you know how the key elements of the service your clients use to decide to go to your business are performing?
Dunkin' Case Study
Challenge
Previously, they had implemented a QR survey system adopted from the USA, which resulted in very low response rates. They needed to:
Solution
Dunkin' installed physical feedback collectors with a simplified questionnaire in high-visibility locations throughout each store. This created an accessible, convenient way for customers to provide immediate feedback during their visit.
Results
The amount of responses increased by more than 500%, providing significantly more customer feedback.
Management gained access to real-time customer opinions through a comprehensive dashboard.
They were able to measure the success factors for each location (attention, food quality, environment, cleanliness, and speed of service).
Service levels improved across locations.
The customer survey became integrated into internal process management.
The feedback system was incorporated into the store staff remuneration plan, creating incentives for better service.
Santiago International Airport has 2 terminals and transported more than 26.3 million passengers in 2024. It is administered by a concession formed by Groupe ADP (45%), Vinci Airports (40%), and Astaldi Concessioni (15%).
General public bathrooms, with alerts when facilities needed cleaning
Information areas for suggestions, comments, and claims
High-traffic corridors in international and domestic terminals with customer satisfaction surveys.
Infrastructure status checklists used by concession staff
Success Story: Santiago International Airport
Challenge
Santiago International Airport needed to unify their passenger feedback system for both airport infrastructure and airline services (CRFS: comments, claims, congratulations, and suggestions) to meet concession requirements. The Ministry of Public Works of Chile (MOP) requires claims to be resolved within 30 days.
The airport implemented tactile screens at strategic locations:
Solution
Implementation of the new feedback system with Global Metrics delivered significant improvements:
Results
"At Nueva Pudahuel, we have focused entirely on the experience of thousands of users who visit us daily. With Global Metrics' help, we have successfully integrated all channels through which customers submit their comments and inquiries. This has significantly improved our management of all cases requiring our support and attention."
Increased efficiency and service standards in bathroom facilities.
Reduced claim response time from 15 days to less than 48 hours.
Enhanced MOP (government institution) oversight of services delivered by the concessionaire.
Integrated all customer feedback channels into a unified system.
Antonio Baeza
Deputy of Quality and Environmental Manager
Nuevo Pudahuel S.A