Customer experience and brand
Create memorable moments and positive emotions that make them come back and recommend you. From the corner shop to the large corporation.
Who it is for
APM is used by large corporations, institutions and neighborhood shops.
Brands that have trusted APM
Small businesses and entrepreneurs
Pastelería MozartPastry shop
Car service and lube center
RainbowBeauty salon
Notary office
Eco KokaEco store
CaféWe all need to know what we are doing well, what we should improve and how much our customers love us.
Why APM
Guided satisfaction surveys ask for a score per variable. Someone gives you a 5 for speed, but you don't know speed at what. Someone gives you a 5 for product quality, but you don't know what they mean.
And scores are subjective: a 5 doesn't mean the same to your customer as it does to you. A score tells you how much, but not what happened or what to do on Monday.
This is where APM comes in
APM is a qualitative-quantitative measurement. Your customers tell you in their own words what happened and choose what they felt. You know exactly what to improve, and you also get a comparable number.
Guided survey
Speed at what? At the checkout, on delivery or when answering a message?
What do they mean? Taste, freshness, size, packaging?
A 5 doesn't mean the same to your customer as it does to you.
APM · qualitative-quantitative
They served me quickly at the checkoutJoy · now you know which speed they value
The afternoon bread was staleDisgust · now you know which part of the product is failing
There was nowhere to parkSadness · something they expected was missing
Anger≠SadnessAn angry customer is not the same as a sad one. The emotion tells you how they lived what happened.
85% BrandLover · the number to compare, without losing the why
A methodology grounded in biology and neuroscience: it replaces focus groups and in-depth interviews, and also allows quantitative analysis.
The questionnaire
Your customer receives an invitation. They open it, answer and they're done. Four questions take one tap and one is written in their own words. No 1-to-10 scales, no endless forms, no questions nobody understands. Try it here: rate this very page.
Demo · 0 sP1
Have you had a good experience with this page?
P1.1 Only if they said yes
Do you consider that experience very good?
P2 Open
Why do you feel you had a very good experience?
P3 Random order
What feeling do you currently have about this page?
P4
Do you think you will come back to visit it in the future?
P5 Can be replaced by NPS
If someone asked about your experience, would you recommend this page?
Demo: your answers are not saved or sent.
Two questions separate what is fulfilled from what is remembered. The “…” is replaced by whatever you want to measure: your brand, a service, a product, a channel or a person.
How to read itA single open question that changes depending on the previous answers: why it was very good, what was missing for it to be very good, or why it was bad. Nobody explains what is missing better than someone who almost had a great time.
What it measures · sentiment and key componentsP3 measures your customer's emotion with seven universal emotions. P4 and P5 measure their loyalty: whether they will buy, renew or hire again, and whether they recommend you.
Anger
FearJoySadness
Tenderness
SurpriseDisgustThe four signals together, not a single score, form a robust BrandLover indicator.
No apps, no sign-ups, no passwords. Just open and answer.
Where to ask
Change the context or the subject and the questionnaire adapts. It measures the experience with products, services, content, websites and your own team: CX, UX and EX with a single methodology.
What your customers experience with your products, services, channels and people.
How your website, app and digital platforms are used, and what your content generates.
Your team also lives your brand, and is asked the same way: onboarding, training, shifts and processes.
At every moment of the journey
What you discover
Four readings, no tables, no jargon. What you need to decide on Monday morning.
What you are doing well and should keep.
What you should improve and in what order.
What they really feel about you.
How much they love you, measured and comparable.
They had a memorable experience, felt positive emotions and want to come back and recommend you. They are the asset you are building.
How we analyze the information
Every response goes through the same process, validated with more than 500,000 responses coded over 8 years and grounded in neuroscience (Barrett, Damasio, Kahneman). Here is how it looks with a real response:
“The response is fast, delivery times adapt to our needs”
Lubricant distributor
The 5 questions, with a role filter: who buys, who decides and who uses.
AI classifies the sentence into components and into the 12 universal drivers, as positive or “can improve”. One sentence can fall into several drivers. A human team checks quality with control samples: agreement is above 95% at driver level.
We add the emotion they chose and whether they come back and recommend. Surprise counts as positive only if the experience was good.
Each customer ends up as BrandLover, Functional or Dismiss, and the three add up to 100%. A customer with a bad experience is never a BrandLover.
A logistic regression model calculates the conversion probability of each driver and tells you what to move first. We only highlight statistically significant differences.
New ways to see your brand
PositiveCan improveNot mentionedeach sphere = 100% of your customers · each dot = one response
BrandLover91%
Joy77%
Sadness1%
BrandLover▲ Rising
Joy= Stable
Sadness▼ Falling
If you keep up Fulfillment and Products/Services, BrandLover is projected above 90%.
What should I do first?
Take care of Fulfillment: it is the driver your customers mention most (58%) and 99.6% of those who highlight it are BrandLovers. Review the 4% who say it can improve, because it exceeds the 3% threshold.
APM platform visualizations with sample data.
Small businesses, entrepreneurs and SMEs
For small businesses, entrepreneurs and SMEs, EOL Research turns APM into standardized solutions, at a fixed price and with an APM Guide by your side. You start by listening to your customers and add the extras your business needs.
APM is part of EOL ResearchThe same methodology EOL uses with major brands in Chile, ready for your business.
The core
You know how much you sell, but not what your customers value or what makes them come back.
An APM Guide adapts the five questions to your business and gets the survey running in a one-hour meeting. Your customers receive the invitation by email or scan a QR code at your store, and answer in 45 seconds.
With AI
What your customers write in the open question is sorted by AI into APM's 12 universal drivers, so you can see at a glance what they value and what is missing.
From CLP 60,000 per year, plus a CLP 30,000 setup
BrandLover38%
Responses126
This month+4 pp
Extra
Your neighbors have the customers you want, and you have theirs.
Your QR code leads to your APM landing page, where you upload your menu, show your products and measure the experience. You also join a network of businesses that promote each other: you team up with others to show your products and offers on each other's QR codes and encourage visits between businesses.
APM Network
Free WiFi in store
Native integrations
APM comes natively integrated into standardized platforms designed for many businesses and service providers at once. You activate the platform and APM feedback is already inside, with nothing extra to install.
+ APMVitrina Virtual is your new website, developed with AI assistance and optimized to show up on Google. It reads well on mobile, including for people over 50, and shows your services, the way you work and clear prices, with your social media in a single link.
Vitrina Virtual · APM
CLP 60,000CLP 30,000 per year If you already have APM
+ APMCalagend is a scheduling system with a smart calendar, CRM and built-in APM feedback. It also gives you access to its marketplace to expand your visibility and reach new customers.
Free access to the marketplace
See CalagendEnterprise segment
For corporations and large companies, APM is implemented with EOL Research under a methodology license, on your own customer base and within the studies EOL already runs with you.
Two ways to implement it
You switch your questionnaire to the Universal APM: more robust and comparable with other brands and industries, with an industry benchmark.
You keep your CSAT and NPS so you don't lose your historical series, and add the open question and the emotion.
What you get
Inside your company. The same 45-second questionnaire measures your employees' experience: at onboarding, after a training session or when a process changes.
How it works
We don't hand you a platform and wish you luck. There is an APM Guide at every step.
No complicated reports. You see what matters and know where to act.
Entrepreneurs, SMEs and small businesses
Everything you need to get started, with no surprises. Extras are added when you need them.
One-hour meeting with your APM Guide: we leave your survey up and running.
$30.000
CLP 60,000per year
Up to 500 responses per year. For independent professionals and service providers.
CLP 90,000per year
Up to 1,000 responses per year. For shops, stores and small teams.
Both plans include
Need extra help? APM Advisor: CLP 35,000 per hour.
More than 1,000 responses per year? We build a plan tailored to you.
Are you a large company? See the enterprise segment. Do you run studies or consulting? Request a commercial license.
Your new website, built with AI, ranked on Google and with hosting included.
CLP 60,000CLP 30,000 per year
Smart scheduling, CRM, APM feedback, payments and automatic receipts, with free access to the marketplace.
$0
See CalagendQR sign, your landing page with menu and cross-promotions with neighboring businesses.
Contact us
See APM NetworkPrices in Chilean pesos (CLP), VAT not included.
APM commercial license
If you are a market research company or a customer experience consultant, you can request a commercial license to apply APM with your own clients.
Who is behind it
During its development, APM received support from Start-Up Chile by CORFO and Imagine Lab, an accelerator backed by Microsoft. A Chilean methodology created to move from traditional surveys to simple, emotional and ongoing conversations with customers.
APM is a technology developed by EOL Research, a Chilean company founded in 2000 and specialized in understanding the experience of customers, employees and people. Over all these years it has supported some of the largest organizations in the country.
What's new
Today APM puts that same knowledge within everyone's reach: from the corporation to the corner shop.
Banking, retail, consumer goods, health, pensions, energy and transport. The same methodology these brands use is the one you activate, without changing a comma.
Meet EOL's clients
APM's technology support is provided by EOL Research, with an information security management system certified under the ISO 27001 standard by AENOR since 2023. Concrete policies, procedures and measures to protect the confidentiality, integrity and security of your company's and your customers' information.
Soprole has used APM to manage the experience and emotional connection with its customers. The case was presented by Asociación DEC Chile.
“Thanks to the constant support and good communication with the APM team, we have been able to implement constant measurement...”
Constanza GarcíaCustomer Experience Lead
Real responses
Real responses to the open question, with the emotion each customer chose. This is how every alert reaches you: whether it is a BrandLover or a Dismiss, what they felt and their exact words. We have removed brand names. Responses translated from Spanish.
Tenderness“The response is fast, delivery times adapt to our needs”
Joy“Yes, I consider it a wonderful experience, their attention and dedication in suggesting and answering all our questions seemed wonderful to me.”
Joy“Because the staff is always very friendly and they serve very fast”
Tenderness“Very beautiful place and very kind service. The cabin is cozy and warm and has a beautiful view”
Joy“It was good because you always learn something, they gave good tips and these events are always appreciated”
Disgust“Very bad experience: they didn't take my order correctly, I had to go in and ask for service and in the end they forgot my waffles. When I complained, they argued with me instead of solving the problem. Also, there were no outlets available, so I was in a hurry to eat something and keep working, since I couldn't do it there. I had to leave outraged and very hungry.”
Frequently asked questions
It is a Chilean methodology grounded in biology and neuroscience that measures your customers' experience with five questions answered in 45 seconds. It doesn't measure scores: it measures whether the experience was memorable, what the person felt, what was missing and whether they will come back and recommend you.
A traditional satisfaction survey asks for a score per variable, such as speed or quality, but doesn't tell you what the customer means, and the score is subjective. APM measures your customers' satisfaction in 45 seconds with yes-or-no questions, an open question in their own words and the emotion they felt. It is a qualitative-quantitative measurement: it gives you the number to compare and the why.
APM Standard has a one-time setup of CLP 30,000 and annual plans of CLP 60,000 (Basic Individual, up to 500 responses) or CLP 90,000 (Basic Business, up to 1,000 responses). Extra help from an APM Advisor costs CLP 35,000 per hour. Prices are in Chilean pesos and exclude VAT.
Yes. APM is used by large organizations, but also by mini-markets, lube centers, hair salons, restaurants, sports venues, lawyers, dentists, psychologists, doctors, plumbers and other service providers.
No. They receive an invitation by email or scan a QR code, open the link and answer. No apps, no sign-ups and no passwords.
A customer who had a very good experience, felt a positive emotion and says they will come back and recommend you. APM sorts your customers into three groups that add up to 100%: BrandLover, Functional and Dismiss.
Yes. In the hybrid mode for companies, the experience question is replaced by your CSAT and the recommendation question by your NPS, so you keep your historical series and add the open question and emotions.
It is your new website, developed with AI assistance and ranked on Google, with hosting included. You can add the APM methodology and Calagend scheduling and marketplace, and you join the Calagend QR network for visibility in physical locations and online. It costs CLP 60,000 per year, or CLP 30,000 if you already have APM.
It is a next-generation scheduling system with a smart calendar, CRM and built-in APM feedback. It includes a website with Vitrina Virtual, a profile on the Calagend marketplace, payment methods, automatic receipt issuing and ongoing support.
Yes. Market research companies and customer experience consultants can request a commercial APM license to apply the questionnaire and the APM reading with their own clients.
For corporations and large companies, APM is implemented with EOL Research under a methodology license, in replacement mode (Universal APM Questionnaire) or hybrid mode (keeping your CSAT and NPS), with an industry benchmark and a predictive model.
APM is a technology developed by EOL Research, a Chilean company founded in 2000. Its information security management system has been certified under the ISO 27001 standard by AENOR since 2023.
Book your activation and in a one-hour meeting we get your APM survey up and running, with your Guide by your side.
APM · Amor por la MarcaAv. del Valle Norte 945, office 3606
Ciudad Empresarial, Huechuraba, Santiago Metropolitan Region, Chile
WhatsApp+56 9 7306 3281
Instagram@amorporlamarca_
Information securityTechnology support by EOL Research, ISO 27001 certified by AENOR
With experience, clear information, security and your customers' real response. APM helps you improve so they love you more.
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