Real projects, measurable results
Explore how organisations across different sectors have implemented NPS® with Opinat to measure in real time, detect friction points and trigger actions for critical customers (Close the Loop). Cases in healthcare, logistics, services, and more.
Healthcare
Implementing this platform has enabled us to launch surveys centrally across all our centres and, above all, listen more closely to our patients’ opinions. For us, this is essential: understanding their real experience and being able to act quickly on any incident to minimise its impact. In addition, thanks to the automatic monthly reports, all areas of Dexeus Mujer work aligned towards the same goal: to continue offering the quality and personalised care that have always characterised us.
Funeral group
At Mémora, NPS has become the de facto metric for assessing the experience of the families who trust us. It also allows us to create synergies across our network of funeral homes and cemeteries to spread best practices, which is essential in a sector as sensitive as the funeral industry. The automated, integrated process Opinat provides, as well as the support they offer, makes our work much easier.
Partners
As partners, having not only a strong platform but also a team that truly supports us is essential. From day one, we have received comprehensive training and continuous guidance, allowing us to fully understand the platform and confidently deliver its value to our clients in the UK. This level of support makes a real difference and enables us to deliver a better service to our UK based customers
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Caring for families is key in a sector like funeral services. Accompanying them excellently at a particularly sensitive time, such as the loss of a loved one, is our main objective. Therefore, having the ability to listen to families is a value that helps us guide this accompaniment and service excellence.
The implementation of this platform has allowed us to launch surveys centrally in all our centres and, above all, to listen more closely to the opinions of our patients. For us, this is essential: understanding their real experience and being able to act quickly on any incident to minimise its impact. In addition, thanks to the automatic monthly reports, all areas of Dexeus Mujer work aligned towards the same goal: to continue offering the quality and personalized attention that have always characterized us.
Our main objective was to be able to collect the opinion of all our patients in a simple way and without technological barriers. Thanks to the sending of SMS surveys, we have achieved good participation rates, reaching patients of all ages directly, especially the elderly, who might not respond by email. In addition, the platform allows us to segment and analyse the results of each of our centres separately, which gives us a very clear view of where we are doing a good job and where we can improve our daily care.
We were looking for a tool to evaluate patient experience and establish a baseline key performance indicator (KPI). The team has adapted well to the platform's features and we can now create surveys, launch campaigns, and analyze the data directly. This allows us to have useful information to guide the continuous improvement of the hospital's daily operations and ensures that the voice of the user is present at the highest levels of decision-making.
The platform allows us to work across multiple channels and adapt to different points of contact with our patients. We use it in various areas of the organization and can tailor each campaign to the specific needs of each center, while always maintaining consistency with our brand. Although we work with a great deal of autonomy, we particularly appreciate the team’s approachability and constant guidance, which provides us with support whenever we need it.
The ability to work with different channels, such as email, SMS, and tablets, has given us a great deal of flexibility when it comes to gathering feedback from patients. In addition, we have been able to replicate the model used by the reference public health system in Catalonia, which allows us to compare results and obtain a clearer vision of our situation in order to continue improving.
More than a decade ago, we began our journey with OPINAT with a shared vision: to put the patient at the centre. Throughout these years, growing together with such a professional and close team has been key to transforming the patient experience and consolidating a relationship based on continuous improvement."
Thanks to your support, NPS becomes a fundamental metric to know the experience of our customers at the different times they interact with the bank. In addition, the flexibility of the tool allows us to tackle new surveys or modify existing ones quickly and efficiently, something that is essential for us given our growth and creation of new products.
Healthcare
Funeral group
Banking and finance
Leasing and fleets
Insurance
Partners
Other
Healthcare
Implementing this platform has enabled us to launch surveys centrally across all our centres and, above all, listen more closely to our patients’ opinions. For us, this is essential: understanding their real experience and being able to act quickly on any incident to minimise its impact. In addition, thanks to the automatic monthly reports, all areas of Dexeus Mujer work aligned towards the same goal: to continue offering the quality and personalised care that have always characterised us.
Carol Rodríguez
Patient Experience Director
Our main goal was to be able to gather feedback from all our patients easily and without technological barriers. Thanks to sending surveys by SMS, we have achieved good participation rates, reaching patients of all ages directly—especially older people, who might not respond by email. In addition, the platform allows us to segment and analyse the results of each of our centres separately, giving us a very clear view of what we are doing well and where we can improve our day-to-day care.
Xavi Segura Granados
CEO and Director of Services
We were looking for a tool to assess the patient experience and establish a benchmark key performance indicator (KPI). The team has adapted well to the platform’s features, and we can now create surveys, launch campaigns, and analyse data directly. This gives us useful information to guide continuous improvement in the hospital’s day-to-day operations and ensures that the user’s voice is present at the highest levels of decision-making.
Pau
Head of User Experience, Hospital de la Santa Creu i Sant
The platform allows us to work in a multichannel way and adapt to different touchpoints with our patients. We use it across various areas of the organisation and can tailor each campaign to the needs of each centre, while always maintaining consistency with our brand. Although we work with a high degree of autonomy, we particularly value the team’s close, ongoing support, which is there whenever we need it.
Carlos Calvo
Director of Information Systems, Clínica Mi Tres Torres
The ability to work with different channels, such as email, SMS and tablets, has given us great flexibility when it comes to gathering patient feedback. In addition, we have been able to replicate the model used by the reference public health system in Catalonia, which allows us to compare results and gain a clearer view of our situation so we can continue improving.
Josep Pascual
IT Department, EAP Sardenya
More than a decade ago, we began our journey with OPINAT with a shared vision: putting the patient at the centre. Over the years, growing together with such a professional and approachable team has been key to transforming the patient experience and consolidating a relationship based on continuous improvement.
Josep Pascual
IT Department, EAP Sardenya
Funeral group
At Mémora, NPS has become the de facto metric for assessing the experience of the families who trust us. It also allows us to create synergies across our network of funeral homes and cemeteries to spread best practices, which is essential in a sector as sensitive as the funeral industry. The automated, integrated process Opinat provides, as well as the support they offer, makes our work much easier.
Vicente Ruiz
Quality Management
The solution has adapted to our operational needs, allowing us to manage feedback collection without relying on complex integrations. Through periodic data uploads and with the support of the call centre, we can focus on what really matters: analysing families’ feedback and continuously improving our service.
Javier Novella Trujillo
Funeral Director, La Propicia Nereo Hnos
The platform allows us to systematically gather and manage citizens’ opinions about an essential and particularly sensitive service such as funeral services. This information becomes a key tool to strengthen transparency, accountability and the continuous improvement of public services. The adaptability to different channels, including the telephone, facilitates accessible and respectful participation for families, contributing to the delivery of a public-interest service based on proximity, quality and respect for users’ rights
Funecamp Serveis Funeraris Municipals, S.A
Through the Opinat system, we can measure all the interaction points where we have contact with our policyholders, ensuring at all times that the service received continues to meet the highest quality standards.
Patricia Jiménez
AVP, Cluster Head of Marketing and EMEA Customer Engagement and Loyalty at MetLife
Banking and finance
Thanks to your support, NPS becomes a fundamental metric for understanding our customers’ experience at the different moments when they interact with the bank. In addition, the tool’s flexibility allows us to launch new surveys or modify existing ones quickly and effectively, which is essential for us given our growth and the creation of new products.
Banco Mediolanum
Leasing and fleets
Managing the customer experience with a single campaign for multiple centres across Spain seemed like a challenge, but the platform has given us complete control. Thanks to customised dashboards and territorial heat maps, we can instantly see what is happening at each location. But what is most interesting for us is that we can now measure in detail the quality of the relationship between our employees and customers. This has enabled us to create an objective evaluation system, helping us recognise, reward and promote internal talent based on real satisfaction data.
Iulia Rauta
Operations Manager
Insurance
The platform has enabled us to measure the customer experience at key moments in the journey, helping us identify areas for improvement with precision. In addition, thanks to the ability to launch surveys through different channels, we have been able to collect more complete and representative feedback. All of this is integrated into a system where continuous satisfaction measurement, through NPS, becomes a solid foundation for company-wide decision-making.
MetLife Spain and Portugal
Partners
As partners, having not only a strong platform but also a team that truly supports us is essential. From day one, we have received comprehensive training and continuous guidance, allowing us to fully understand the platform and confidently deliver its value to our clients in the UK. This level of support makes a real difference and enables us to deliver a better service to our UK based customers
Graham Marshall and Julio Delgado, our UK Partners
Working with Opinat allows us to focus on what we do best: the human side of consulting and building strong client relationships. We don’t have to worry about the technical side, as the solution is robust and easy to manage. Combined with the ongoing support and follow-up, this enables us to move forward confidently in our negotiations and deliver real value to our clients
Marko Prokic
Managing Director
Having a platform that combines a solid technological foundation with our knowledge of the telecommunications sector allows us to pursue new opportunities with confidence. This approach is reflected in close, ongoing support, working collaboratively with each client to adapt the solution to their local needs and build long-term relationships.
Carola Mattheos Andrades
Founder, CoValor
As a CX consultant, I don’t just use Opinat — I deploy it for my clients. The Opinat team knows NPS inside out. But what sets them apart is how they’ve mastered collecting customer feedback across different customer journeys — bringing in diversity of insight that helps meet a wide range of client needs.
They are competent, reliable, and always available when I need them.
That backing means I can walk into any client engagement ready — I know what the client needs, the solution fits their reality, and nothing falls through the cracks. I don’t just recommend Opinat. I recommend the results it helps my clients get. And that speaks for itself
Linda Mwanzia, Spark CX & Innovation
Other
For us, maintaining consistency in our brand image at every touchpoint is essential. The platform allows us to launch surveys and personalised communications, in line with Fred. Olsen Express’s visual identity.
Malaika Reuter
Digital Marketing Manager
The system gives us the flexibility to tailor the questions to our customers, taking into account the services offered on board each vessel. Opinat’s system evolves continuously based on customer feedback, which allows us to grow together. In addition, their support and guidance are agile and effective.
Montse Padrón
Management Systems Manager
From the outset, the platform has enabled us to fully tailor the experience to our brand image, ensuring complete consistency with it. In addition, the ability to operate in a multichannel environment gives us the flexibility we need to reach our customers at different moments and touchpoints, with a solid foundation on which to start collecting feedback in a structured way.
Joan Sintes
CCO & Board Member of Plain Concepts
We came from a very well-established tool and had very specific needs, so the challenge was to maintain consistency without giving up on improvement. With Opinat, we have been able to adapt the solution, seeking to improve certain aspects to meet our expectations, thanks to a bespoke development that fits what we were looking for. On the other hand, the support has been key: having a single point of contact who knows the project from start to finish has enabled us to evolve our surveys and continuously improve the quality of the information we collect.
Pedro Monsalve Moreno
Product Operations Lead
The platform allows us to capture customer feedback at key moments in the booking process and act quickly on potential friction points. This strengthens our direct sales strategy, improving the digital experience and its impact on conversion.
Alejandro Rodriguez
Corporate Director of Customer Experience and Quality
