Custom B2B Satisfaction Program Management
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 Advantages
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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.
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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.
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 More93% Revenue Growth
A company-wide commitment to VoC driven improvement and a client-centric culture fueled revenue and profit growth.
Read MoreCustomer-Driven Product Expansion
Delivering a superior customer experience is a key point of differentiation for WEX Corporate Payments.
Read MoreOur Survey Process
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.
Survey Timeline
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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
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Deliverables
- Summary of executive interviews
- Review relevant VoC data, org structure, customer personas, product/service collateral, and competitive intelligence
- Detailed project plan
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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
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Duration
- 1 to 2 weeks
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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
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Deliverables
- Customer survey questionnaire
- Point of view documents
- Closed-loop playbooks
- Educational materials for staff
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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
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Duration
- 2 to 4 weeks
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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
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Deliverables
- Regular reporting during the survey window
- Real-time alerting of concerning responses
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Client Involvement
- Engage in closed-loop follow-up with relevant contacts
- Leverage front-line staff to encourage customers to complete the survey
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Duration
- 3 to 4 weeks
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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
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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
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Client Involvement
- Executive readout
- Strategic review with root cause discussion
- Internal 'town-hall' type reviews
- Closed-loop follow-up
- Improvement action planning
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Duration
- 2 to 4 weeks
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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
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Duration
- Ongoing
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.
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Customer Satisfaction Metrics (KPIs)
- Net Promoter Score®
- Customer Satisfaction
- Customer Effort Score
- Likely to Renew
- Product-Market Fit
- Top 2-Box
- Value Enhancement Score (VES)
- Likely to Expand
Our Testimonials
Exceptional Results & Customer Service
Read how our clients feel about Satrix Solutions and our success in helping them realize the financial benefits of creating a differentiated service experience.
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.
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.
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.
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:
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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?
Why Customer Satisfaction is Important
A commitment to voice-of-customer shows customers and prospects that customer feedback drives ongoing improvement efforts. In addition, research shows that solid customer satisfaction leads to lower churn, higher customer lifetime value, and a more substantial reputation in the market.

Reduce Customer Churn

Increase Renewals

Prioritize Improvements

Maximize Referral Revenue

Expand Engagements

Improve Reputation
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.

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