Tips for B2B customer satisfaction research

Savanta

That’s why every B2B business needs a programme of regular customer satisfaction research. Moreover, if they need to take action based on the survey gaining their support upfront is critical. The weight each individual has in influencing the overall survey results needs to reflect their importance, or the importance of their ‘type’, to your business. These strategically important relationships need to be explored in depth and multiple viewpoints included in the survey.

Driving action from a customer satisfaction programme

Savanta

Most companies have a customer satisfaction research programme in place, but not all are made equal. So, how do you ensure that your customer satisfaction programme makes a positive difference? So the first step in any customer satisfaction programme is to identify those who have the power, skills and motivation to drive action on the back of the findings. Knowing what to measure, a survey can then be deployed to measure it.

Is customer satisfaction really important in B2B?

Savanta

After all, the logic goes, if customers are happy then they won’t feel a need to change supplier – satisfaction leads inexorably to loyalty. Following on from this logic, market research studies tend to focus on measuring customer satisfaction and its cousin the Net Promoter Score (NPS).

Marketing Automation User Satisfaction: Clearly, There's Room for Improvement (and maybe a little vodka)

Customer Experience Matrix

Or is something else going on: maybe satisfaction is lowest in the most mature categories, like human resources, enterprise resource management, and accounting, because experienced users are the most demanding? marketing automation effectiveness software satisfaction g2crowd demand generatio

The Four Best Online Survey Tools

Webbiquity

Create various types of surveys; schedule them, email them, or have them appear based on triggering actions (e.g. Measure customer satisfaction, loyalty, and advocacy. Website survey software that lets you lets you target questions to visitors anywhere on your website.

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Driving action from a customer satisfaction programme

Savanta

Most companies have a customer satisfaction research programme in place, but not all are made equal. So, how do you ensure that your customer satisfaction programme makes a positive difference? So the first step in any customer satisfaction programme is to identify those who have the power, skills and motivation to drive action on the back of the findings. Knowing what to measure, a survey can then be deployed to measure it.

How to measure customer satisfaction in B2B markets

Savanta

How do you measure customer satisfaction in B2B markets? What questions should you ask in a customer satisfaction survey? Fair questions, but first ask yourself this: should you measure customer satisfaction? It’s counter-intuitive, but in B2B markets sometimes customer satisfaction doesn’t actually matter. However, more often than not customer satisfaction is linked with loyalty so let’s return to that question – how do you measure it?

How to measure customer satisfaction in B2B markets

Savanta

How do you measure customer satisfaction in B2B markets? What questions should you ask in a customer satisfaction survey? Fair questions, but first ask yourself this: should you measure customer satisfaction? It’s counter-intuitive, but in B2B markets sometimes customer satisfaction doesn’t actually matter. However, more often than not customer satisfaction is linked with loyalty so let’s return to that question – how do you measure it?

Survey design tips

Savanta

The rise of low-cost online survey platforms such as Survey Monkey has led to commensurate rise in poorly designed surveys. That’s dangerous – it reflects poorly on the brand behind the survey and it can lead to decisions being made using dodgy data. So, here’s some tips if you’re planning to design your own survey. First, pause and reflect on why you’re conducting the survey – what’s your goal and what decisions are you going to make?

Survey 120

Marketing Automation Buyer Survey: Many Myths Busted but Planning is Still Key to Success

Customer Experience Matrix

The marketing automation user survey I mentioned last March has finally been published on the VentureBeat site (you can order it here ). There are two dimensions: how often each obstacle was cited and the average satisfaction score (on a scale of 1 to 5) of people who cited that obstacle.

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How to Measure and Improve Employee Satisfaction as Your Business Grows

Hatchbuck

Measuring employee satisfaction as your business grows can make a big difference, enabling you to continue building on what you’re doing well and to shore up any weak spots in your culture. Employees may be hesitant to tell you directly that they’re unhappy but might be willing to share that information anonymously through other measures, like a survey. Here are some tips on how to measure employee satisfaction and improve it as you scale up. Consider a formal survey.

5 Guaranteed Ways to Boost Job Satisfaction on Your Team

Hubspot

To improve your team's productivity, reduce turnover rates, and drive increased revenue for your company, it's critical you take the time to focus on your employees' job satisfaction. Here, we'll explore five guaranteed ways to boost job satisfaction to ensure more success in the long-run.

The #1 Way to Improve Customer Loyalty and Satisfaction | B2B.

Marketing Insider Group

In B2B marketing organizations, the single most important way to keep customers is to build satisfaction and loyalty. So, how do we build customer satisfaction and loyalty? And how does a leader take accountability for employee satisfaction?

The #1 Way to Improve Customer Loyalty and Satisfaction

Marketing Insider Group

In B2B marketing organizations, the single most important way to keep customers is to build satisfaction and loyalty. So, how do we build customer satisfaction and loyalty? And how does a leader take accountability for employee satisfaction?

14 of the Best WordPress Survey Plugins

Hubspot

Whether you're looking to improve the user experience on your website, increase your customer satisfaction , or simply learn more about your visitors, embedding a survey on your website is the fastest way to get the feedback you need. Survey Anyplace. Modal Survey.

Modern (B2B) Love: Deepen Customer Relationships With Post-Sale Engagement Marketing

Forrester B2B

Ah yes, anyone suffering from a chocolate hangover? Or an excess of corny romanticism? Let’s face it, we all love “love” — but with Valentine’s Day a week behind us, the last thing you probably want right now is more advice on relationships.

How to Deliver Emails That Will Increase Reach, Impact, and Subscriber Satisfaction

Content Marketing Institute

Make email a two-way conversation: Use your email content to convey how receptive your company is to hearing from its audience by encouraging subscribers to ask questions and offer their feedback or even inviting them to take a detailed user survey.

Start Measuring Customer Satisfaction With Twitter Feedback by Sprout Social

Sprout Social

Research shows that providing exceptional customer service on Twitter impacts the bottom line and has the potential to lead to customer satisfaction ratings of over 90%. Starting today, Sprout users can enable and configure Twitter Feedback surveys from the new Customer Care Settings screen.

The 16 Best Survey Software and Questionnaire Tools in 2019

Hubspot

To obtain an accurate depiction of your target audience, brand, and consumers, it's vital you invest in survey software and questionnaire tools. Before we dive into our list, let's explore some of the essential features you'll want to see from any survey tool. Survey Anyplace.

Social media ROI sucks! (Or, you can prove anything if you send out a survey)

ViewPoint

According to Forrester’s “Q3 2013 North American and UK Digital Maturity Online” report (based on an August online survey of 395 marketers), onsite ratings and reviews are rated No. By Christopher Hosford, editor-in-chief, HosfordGroup LLC.

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Automatically Survey your Customers at Regular Intervals

ActiveDEMAND

you can compare client satisfaction over time (as long as your questions stay the same). you can compare client satisfaction between account managers. you can identify client satisfaction challenges over the life cycle of a client (do they get a 1-year itch?

Are 70% of Marketing Automation Users Unhappy? Well, Not Exactly

Customer Experience Matrix

To resolve the original mystery: the quote references a survey I conducted with VentureBeat and released in June 2014. The quote refers to a question about how well marketing automation software met satisfaction and improved results, on a 1 to 5 scale.

How to boost your pay packet: The B2B Marketing Salary Survey 2016

Savanta

There’s so much more to job satisfaction than money. The post How to boost your pay packet: The B2B Marketing Salary Survey 2016 appeared first on Circle Research - B2B market research company The happiest marketers find their role stimulating, respect their leader and buy into their employer’s vision (see my post on the 2015 B2B Leaders report for an in depth exploration of this). But money does matter. Of course it does.

Survey 120

Marketing Automation UserView Survey

Venntive

Venntive is thrilled to be included Software Advice’s 2014 Marketing Automation UserView survey ! Take the survey. It’s a very short, very user-friendly survey that will only take a couple minutes, literally, especially when you give Venntive all high marks! Software Advice just launched its Marketing Automation UserView Survey , which provides real-time results about the top marketing automation solutions. And, t ake the survey !

Marketing Automation's Unhappy Users: Trouble in Paradise?

Customer Experience Matrix

But the news on that front is mixed: a survey by one of the industry’s best analysts , Jim Lenskold, found 60% of marketing automation users reporting increases in the key value measures of lead quantity and quality. One final survey reinforces this point.

Demand Generation Implementation Survey - Background Results

Customer Experience Matrix

I've been having a dandy time analyzing the results of my Demand Generation Implementation Survey. Obviously any survey based on 36 net responses (and self-selected at that) has little statistical value, but I still think the broad results are extremely interesting. The survey was promoted on this blog and the Raab Guide site, but primarily via posts on Twitter. Responses are still coming in but I thought I'd at least post some preliminary results to whet your appetite.

How to Use Surveys for B2B Lead Generation

Modern B2B Marketing

Demand generation and…surveys? That’s where surveys come in. Innovative B2B marketers are using surveys as the perfect complement to lead forms. Use Surveys to Identify Hot MQLs. Think about what would make you more likely to take the time to complete a survey.

An Independent Review of DiscoverOrg’s Data Accuracy Claims

DiscoverOrg

Martin, also a speaker and critically acclaimed author, was so intrigued by DiscoverOrg’s contractually guaranteed accuracy claim of 95% that he conducted a survey of our data and published the results: An Independent Study of DiscoverOrg Contact Data Accuracy. Best Practices from the Industry Interviews Research Reports Account-Based Marketing B2B Insights B2B Sales Insights Clean Data Customer Satisfaction database hygiene Good Data social media marketing third-party reviews Value

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How Social Listening Can Make Your Job Easier

Sales Intelligence View

Rolling out customer satisfaction surveys can take a lot more time than simply reading through tweets and Facebook posts. Responding to a survey can take a lot more effort than shooting off a quick Tweet, and a lot of customers have figured that out.

Why Employee Development is Important

ANNUITAS

You’re not alone either, according to a survey by CareerBuilder , one in five employees plans on leaving their job in 2014. One of the recurring themes in studies that I’ve reviewed recently is how important employee development ranks in overall job satisfaction and engagement.

How a Company on a Mission Put a Human Face on Customer Service

Televerde

SurveyMonkey showcases how Televerde uses surveys to monitor the company’s Net Promoter Scores (NPS) and integrate data into their Salesforce instance. In the News customer satisfaction customer service net promoter score surveymonkey

How Data is Democratizing Growth and Driving Disruption

DiscoverOrg

According to Salesforce.com’s State of the Connected Customer survey, 57% of buyers are ready to take their business elsewhere if their vendor fails to anticipate their needs. This is according to findings from a survey conducted by DiscoverOrg and Smart Selling Tools , which revealed that nearly half of all companies surveyed wrestle with bad data or lack of data. Launching and growing a business has never been easy, but it used to be a lot harder.

Employee engagement impacts brand experience

Biznology

How can companies anticipate the impact of employee satisfaction – before it hurts, and before it detracts from a brand’s experience? Agile Marketing Market Research Brand Experience Customer satisfaction employee engagement market research Qualtrics

Verint Engage 2019 Conference Takeaways

Aberdeen

AARP highlighted how it uses VoC and analytics capabilities to go beyond capturing customer feedback data through online surveys and IVR surveys, and generate actionable insights based on these results to improve customer retention rates. How to Properly Measure Customer Satisfaction. One of the most popular topics in the area of VoC is how to properly measure customer satisfaction results.

How to Create an Infographic Using Poll & Survey Data [Infographic]

Hubspot

A well-executed survey has the power to uncover insights that you can use to hone your strategy, shape your product, gauge customer satisfaction, and more.

47 Superb Social Media Marketing Stats and Facts

Webbiquity

Image credit: The CMO Survey. The CMO Survey ). But SMBs are more likely than enterprises to put a priority on website traffic and leads, while enterprises value customer satisfaction and competitive benchmarking more highly. The CMO Survey ). The CMO Survey ).

How to Design a Marketing Survey That Yields Legitimate Results

Hubspot

In marketing circles, this usually translates to surveying our customers or prospects to determine what’s going on in the real world. But crafting an effective marketing survey is a little bit more complicated than just deciding what you want to know. 4) Ruthlessly Edit Your Survey.

Measuring the service experience

Savanta

Soon you will receive The Customer Experience Survey” I was told as the call ended. And as prophesised the survey arrived on my now fully functional phone. Prevent fiddling – include a question in the survey to ensure participants haven’t been ‘primed’ and occasionally mystery shop service delivery (this also acts as another valuable measure of service experience quality). B2B customer loyalty B2B market research customer loyalty customer satisfaction service experience

Tips for international B2B market research

Savanta

This means that back-translation and proof-reading by native speakers is a must for survey questionnaires. Surveys need to adhere to local Data Protection laws and, if they’re offering participation incentives, bribery laws. Different cultures have different norms when it comes to answering survey questions. For example, some countries are ‘hard markers’ and tend to give lower scores to brands in relation to measures like satisfaction or advocacy.

2011 Lead Management Optimization Survey shows less focus on branding, more on customers

Modern B2B Marketing

The chart below shows how funds were allocated for 2011 among companies surveyed. That said, lead generation seems to be slipping steadily over the years among companies surveyed, with sales relying increasingly on avenues other than marketing-generated leads.