Customer Satisfaction Surveys | Full-Service B2B VoC Research Company

Our team of experts manages tailored customer satisfaction (pulse) survey process from start to finish.

We implement, administer, interpret and analyze personalized customer experience (CX) survey and phone interview programs to address pain points and replicate success.

We also offer auditing services for companies running a program to ensure effectiveness, unbiased reviews, and proper business recommendations.

We deliver trustworthy, representative data while avoiding the common pitfalls with in-house programs. The result is data and metrics trusted to make critical business decisions.

Our clients return year after year because we establish trusted partner relationships, driven by our ability to integrate and deliver relevant and actionable recommendations rapidly.

Our consultants provide clear guidance on operationalizing customer experience programs and identifying the “levers to pull” to improve customer satisfaction.

Our ongoing success is reflected in our own Net Promoter Score, which has stayed above +85 since the company was founded.

Feedback Methods: Online Surveys; Phone Interviews

We collaborate with clients to design a customized program to gather actionable insights from customers, including in-depth interviews (IDIs) and/or online surveys.

Generating strong response rates starts with a well-designed survey and compelling communications. Navigating spam filters and firewalls is also critical to having emails delivered.

Our deep knowledge about how to maximize survey participation rates means we can provide a remarkable level of unfiltered feedback from customers, amplified with objective recommendations leadership can trust to drive improvements in the customer experience.

The team at Satrix Solutions is highly skilled at dissecting and examining survey data sets to identify key findings and themes without preconceived notions or bias. This ensures you get the unvarnished truth about customer sentiment, expectations, and perceptions.

In addition, we deliver extensive reporting and dashboards that serve as a roadmap for leadership to address perceived gaps and improve customer satisfaction and retention.

Founded In: 2008

Satrix Solutions has designed and implemented Customer Satisfaction Survey programs for B2B companies since 2008.

Our extensive experience enables us to deliver actionable insights that serve as a roadmap for generating more loyal customers who stay longer, buy more, and spread positive word-of-mouth.

Satrix Solutions' clients routinely share the results of their customer feedback programs with the Board of Directors. Our experienced consultants are skilled at distilling large survey datasets into a handful of impactful slides for consumption by investors and other Board members.

In addition, we're fortunate to have the trust of numerous VC and PE firms and serve as a preferred partner to their portfolio companies.

Our strategic advisory firm helps ensure customer satisfaction survey programs realize maximum benefit. We design and manage survey programs to gather detailed customer expectations, preferences, and satisfaction levels. We then convert the insights into improvements customers will value.

By developing a systematic approach to capturing and responding to customer needs, our clients experience measurable improvements in customer satisfaction, retention, share-of-wallet, and sales win rates.

Our white-glove engagements are end-to-end and include assigning a team of experts to work with and achieve the company's goals and objectives.

Objectives: Interview key internal stakeholders to document objectives, discuss expectations, and solicit input from company leaders to inform the survey design process; Review relevant VoC data, org structure, customer personas, product/service collateral, and competitive intelligence; Establish timing, including upcoming company strategy sessions or offsites, Board meetings, customer events, and more

Deliverables: Summary of executive interviews; Review relevant VoC data, org structure, customer personas, product/service collateral, and competitive intelligence; Detailed project plan

Client Involvement: Core team availability for kick-off and regular huddles; Review relevant VoC data, org structure, customer personas, product/service collateral, and competitive intelligence; Interviews with relevant executives

Duration: 1 to 2 weeks

Objectives: Identify perceived satisfaction and loyalty drivers; Align objectives and goals; Design the survey questionnaire to elicit insightful and actionable feedback; Determine survey timing; Draft compelling survey communications with a strong call-to-action

Deliverables: Customer survey questionnaire; Point of view documents; Closed-loop playbooks; Educational materials for staff

Client Involvement: Compile customer contact list with associated metadata; Review relevant VoC data, org structure, customer personas, product/service collateral, and competitive intelligence; Socialize with internal teams, solicit feedback, and encourage desired actions

Duration: 2 to 4 weeks

Objectives: Program the questionnaire into the survey software; Set up survey software to ensure high email deliverability; Optimize survey invitations and reminders; Test & quality check; Apply response rates maximization strategies for B2B; Monitor early responses

Deliverables: Regular reporting during the survey window; Real-time alerting of concerning responses

Client Involvement: Engage in closed-loop follow-up with relevant contacts; Leverage front-line staff to encourage customers to complete the survey

Duration: 3 to 4 weeks

Objectives: Develop detailed reporting and dashboards to share with leadership and staff; Prepare analysis of cohorts and key customer segments; Analyze qualitative and quantitative feedback; identify findings and themes; Deliver in-depth analysis with compelling visualizations and objective recommendations

Deliverables: Satrix Solutions Survey Analysis; A complete survey response data sheet; Codebook of themes from unstructured/qualitative feedback; Team presentations with findings and supporting quotes; Abbreviated reporting for Board

Client Involvement: Executive readout; Strategic review with root cause discussion; Internal 'town-hall' type reviews; Closed-loop follow-up; Improvement action planning

Duration: 2 to 4 weeks

Objectives: Weekly huddles to discuss best B2B practices, advice for greater adoption and impact, CX culture-building efforts, and continuous maturity of the CX Program

Duration: Ongoing

DreamBox Learning hired Satrix Solutions in early 2013 to implement the Net Promoter System and Survey and build a more customer-centric culture.

Evan partnered with our organization to ensure that we got the largest return on our investment with Satrix Solutions.

His team helped us design the survey and customer outreach to ensure we captured statistically significant responses from our various buyer and user groups and the back-end operational data to allow us to dig deep within our data to understand what were common characteristics and behaviors of promoters and detractors.

Through our partnership with Satrix Solutions, DreamBox had an extremely high customer response rate, timely and actionable customer feedback on our product and service, new insight into customer satisfaction and loyalty, new data to feed into our product development plans, and validation that our focus on client success and satisfaction were paying off.

I recommend Evan and Satrix Solutions highly to any company looking to cultivate a deeper understanding of customer needs, satisfaction, and loyalty or looking to develop a customer reference program.

CASEY DAVIDSON

DREAMBOX LEARNING

Satrix Solutions has sharpened Parchment’s ability to absorb, respond, and react to employee sentiment.

In transitioning our employee feedback survey from an in-house activity, we have experienced tangible improvements, especially in the area of analytics and reporting.

We also appreciate how Satrix Solutions keeps the conversation authentic by serving as the go-between between employees and management. This gives us greater confidence when making decisions that affect employee engagement and client satisfaction.

MATTHEW PITTINSKY

PH.D. CEO AT PARCHMENT

The value that Satrix Solutions brings to our organization goes well beyond the execution of the client satisfaction surveys and other client outreach programs that they manage.

The Satrix team has developed a deep understanding of our business and the critical factors that impact our success with current clients and prospects.

This knowledge allows Satrix to provide insights and recommendations that we implement with our account management and sales teams throughout the year. Having Satrix as a partner has reinforced our organization’s commitment to customer service and has cultivated an NPS® culture at all levels.

CHRIS TAYLOR

EVP & MANAGING DIRECTOR AT S&P GLOBAL

What Is A B2B Customer Satisfaction Survey

Actionable Customer Feedback

Also known as a pulse survey, it is one of the bests ways to measure customer satisfaction is through customer satisfaction surveys. Some of the most popular metrics derived from customer satisfaction surveys include CSAT (Customer Satisfaction Score), NPS® (Net Promoter Score®), and CES (Customer Effort Score Surveys).

Very satisfied customers are often more likely to expand the scope of the relationship, renew their engagement, serve as references, and resist competitors' marketing efforts. They are also usually more profitable. The business case for creating truly satisfied customers is clear, and the systematic approach of collecting and acting on their feedback is essential to realizing the financial benefits.

One definition of customer satisfaction measures how happy customers are with products, services, and overall customer experience.

In his book Marketing Metrics, Paul Farris defines customer satisfaction as ‘the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals.

Identifying objectives and understanding precisely what is wanted to accomplish with the survey are important considerations for designing a survey questionnaire.

Will the feedback be used to isolate customer improvement opportunities? Will it identify areas of excellence in customer engagements so they can be repeated? How will the customer survey complement each department's or company's goals?

Some of the most common concepts to pose in a survey include:

Common Survey Concepts: How do your customers feel about their overall experience with the company?; How likely are they to recommend you to others? To renew the engagement?; What would customers like to see improved?; What enhancements would customers want to see your organization prioritize?; Do customers have any needs that are not being fulfilled?; Are customers pleased with the communication between their organization and yours?; Are customers being adequately trained to maximize the value they experience?

Ascertaining the overall intent and precisely what is going to be learned will help guide the design of the survey questionnaire, narrow down the target audience, and clarify how to act based on the feedback received.