B2B Customer Satisfaction Research
Great customer experience correlates directly to business success. Research shows that leaders in customer experience are 3 times more likely to have significantly exceeded their 2019 business goals, and a survey of B2B buyers identified “customer experience” as the most exciting business opportunity for 2020. Cascade Insights’ Customer Satisfaction Research can help you efficiently allocate resources to address what really matters to buyers. Our Approach To B2B Customer Satisfaction Research We use qualitative insights alongside quantitative metrics to provide a comprehensive understanding of customer satisfaction throughout the customer journey. From initial contact through adoption, renewal, and upgrades, learn what the customer experience is like throughout the lifecycle. Though each of our projects is tailored to address your unique business problem, we adhere to industry-standard metrics and frameworks for quantifying customer satisfaction. Customer Effort Score (CES) Are you making your customers work too hard? The CES quantifies how difficult it is for customers to get an issue resolved or fulfill a request. It can shed light on specific areas for improvement in customer-facing processes. Customer Satisfaction Score (CSAT) The most customizable of these metrics, CSAT questions can be targeted to measure customer satisfaction within any area of your business. Net Promoter Score (NPS) Developed by Bain & Company, the NPS has become an industry standard. It measures customer loyalty by determining which customers would be willing to recommend you to someone else. NPS can be deployed transactionally (after a purchasing event) or relationally (as a regular check-in). When Do You Need B2B Customer Satisfaction Research? The cost of acquiring a B2B customer has risen by nearly 70% since 2015. That makes retaining customers more valuable than ever. Customer satisfaction research can get you the insights you need to keep your customers happy and loyal. There are several ways to successfully utilize this type of research. 15 Years ...
