Customer Satisfaction Insights + Market Intelligence
Customer Satisfaction Insights + Market Intelligence

Frequently Asked Questions

Can customer satisfaction be effectively measured in the oilfield?
 

Yes. Using OFS Metrics' objective and proven process, our market research studies can show any industry supplier how its customer satisfaction ratings stack up to those of other industry suppliers.


Does customer satisfaction really matter in the oil and gas industry?

Absolutely! Customers spend more than a half a trillion dollars annually on the products and services they purchase from suppliers. They are therefore willing to search for and purchase the best quality, service and performance they can get.


Why should an industry supplier care about customer satisfaction?

Higher levels of customer satisfaction lead to stronger brands, more loyal customers, greater growth opportunities, healthier profits and, for publicly traded companies, enhanced stock-price outperformance. Employees of customer-oriented organizations also take greater pride in their work and in their association with their employer.

Is OFS Metrics “just another consulting company” that conducts surveys to sell expensive implementation services?
 

No. We are market researchers, not "consultants". Our mission is to provide oilfield suppliers with the data, analysis and recommendations they need to execute on their own -- without expensive consulting or implementation services from us.

How do EnergyPoint and OFS Metrics differ?

EnergyPoint Research conducts annual independent customer satisfaction surveys and publishes publically available ratings and rankings covering a the industry’s larger and most-utilized suppliers. OFS Metrics conducts similar commissioned market research studies for suppliers not rated in EnergyPoint’s annual surveys.


Can industry suppliers pay to be rated in EnergyPoint’s annual surveys?
 

No. EnergyPoint independently determines which suppliers are eligible for inclusion in its annual surveys. Inclusion is generally based on a suppliers’ product and/or service focus and market share, although additional factors can and do come into play.

 

Is a supplier that commissions a market research study through OFS Metrics guaranteed to be included in EnergyPoint’s annual survey in the future?
 

No. However, if through the OFS Metrics process a supplier is determined to be a qualified for evaluation in EnergyPoint’s annual surveys, the supplier will be added.

 

Will customer satisfaction ratings data gathered through an OFS Metrics survey count toward EnergyPoint annual survey ratings?

No. EnergyPoint’s annual survey results are derived from a separate and independent survey process.


Can OFS Metrics customer satisfaction results be promoted as “official” EnergyPoint results? No.
 

Data collected via an OFS Metrics study may not be promoted as either “official” or “unofficial” EnergyPoint results. Suppliers may, however, disclose OFS Metrics survey findings to third parties as long as the disclosure does not include proprietary EnergyPoint data or analysis.


Can OFS Metrics surveys allow for comparisons with suppliers rated in EnergyPoint annual surveys?

Yes. OFS Metrics’ survey reports typically include higher-level percentile-ranking comparisons derived from EnergyPoint’s database of ratings from its annual independent surveys.

 

In addition, suppliers interested in subscribing to data from EnergyPoint’s annual surveys may do so at any time.


Do clients receive access to the detailed data collected via an OFS Metrics commissioned survey?

 

Yes. When a commissioned study is completed, depending on the project option selected, OFS Metrics will provide a detailed file containing all survey responses, along with a customized written report, that details, among other things, all the questions asked and responses received.


Why should oilfield suppliers make the investment to monitor customer satisfaction?

Because understanding how customers view their company is an essential part of growing and improving any business. It’s always better to find out today why customers might be dissatisfied, than to find out tomorrow they’ve moved their business elsewhere.

 

Looking to improve your performance with customers? Our market research studies can help.

 

OFS Metrics is a division of EnergyPoint Research, publisher of the oilfield's most closely watched customer satisfaction surveys.

 

We provide oilfield suppliers with data, analysis and insights regarding the satisfaction of their customers.

 

We deliver actionable information and compare it to industry-wide information from our large database of survey results.

 

Our market research helps you make better decisions to grow your business.

Contact Us Today!

+1.713.529.9450

info@ofsmetrics.com

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