B2B Customer Satisfaction Program Management
Our team of experts manages the customer satisfaction survey process from start to finish, applying best practices throughout and reducing the burden on your internal team.
We design and administer B2B customer experience (CX) survey and phone interview programs. We then analyze and interpret the feedback to deliver detailed customer sentiment, prominent pain points, and unbiased insights that include specific recommendations to improve customer satisfaction.
Our clients value our exceptional service, data robustness and quality, and our ability to serve as an objective, 3rd party when sharing findings and analysis with business leaders.
We also offer auditing services for companies running internal programs to ensure alignment with best practices along every stage in the survey design and execution process.
Our AdvantagesCX Research
EXCEPTIONAL Service Customized Programs High Survey Response Rates Unbiased Analysis & Interpretation B2B Voice of Customer (VoC) Experts Venture Capital & Private Equity Approved
B2B Customer Experience Capabilities
In addition to Customer Satisfaction Surveys & In-Depth Interviews (IDIs), and program audits. Satrix Solutions partners with business-to-business companies to establish structured feedback programs at critical touchpoints across the customer and employee journey. A complete lifecycle approach enables us to provide insights that will significantly enhance the experience for customers, prospects, and employees.
Our Case Studies
Exceptional Results & Customer Service
Satrix Solutions' clients have experienced quantifiable ROI with our Customer Satisfaction Survey Programs. By routinely garnering above-average response rates, delivering actionable insights, and sharing 3rd party recommendations, our clients have the detail they need to enhance the customer experience and reap the benefits.
36 pt Increase In NPS®
Discover how Satrix Solutions' satisfaction program helped Covario improve its customer experience and Net Promoter Score®.Read Study
93% Revenue Growth
A company-wide commitment to VoC driven improvement and a client-centric culture fueled revenue and profit growth.Read Study
Customer-Led Product Expansion
Delivering a superior customer experience is a key point of differentiation for WEX Corporate Payments.Read Study
Our Survey Process
Our market research and consulting firm helps ensure your customer survey initiatives realize maximum benefit. We design and manage survey programs to gather detailed customer expectations, preferences, and satisfaction levels. We then convert the data into improvement recommendations your customers will value.Quantitative Research Method
Reporting and Analysis
The return on investment of a customer survey program highly correlates with the depth and quality of the survey reporting. At Satrix Solutions, we are experts at converting quantitative and qualitative customer feedback into compelling visualizations, objective findings, and recommendations that encourage action.
Rather than providing generic dashboards, the reporting and analytics we deliver are customized to meet your company's specific needs. Our decades of experience, extensive best practice knowledge, and deep understanding of your business help inform our approach so the reports you receive are relevant, compelling, and comprehensive. In addition to summary analytics and findings, our detailed survey analyses drill down into results by contact role, product/service, persona, survey wave, and other key customer or business segments.
We apply a "human-centered" approach to analyzing both the quantitative and qualitative feedback from your surveys, applying statistical methods as needed to pinpoint the key drivers of customer loyalty and dissatisfaction. Your team of experts will also conduct in-depth analysis of the unstructured or verbatim feedback acquired through responses to open-ended questions. We read and code each comment to identify important themes, which enables us to capture the true meaning behind your customers’ responses and correlate the qualitative input with the quantitative scoring to paint a complete picture of customer sentiment.
Customer Satisfaction Resources
Thought Leadership & Expertise
We offer an excellent collection of best practices, tips, and guidebooks on CX and EX strategy — all crafted to help the company get ahead in today's competitive market.
Are Customers Ignoring Surveys?
Start the process of improving survey response rates with these helpful tips.Read Article
Why Customer Satisfaction Surveys Are Predictive
Feedback from surveys drives continuous improvement leading to more loyal customers.Read Article
Ten Problems When Designing A Survey
Here are ten things that can go wrong with a B2B survey design and how to avoid them.Read Article