B2B NPS® Surveys, Interviews & Audits
Customer Insights To Improve Loyalty, Reduce Churn, And Win More deals
Satrix Solutions has been working with business leaders to implement and improve Net Promoter programs since 2008. We have an approach that works exceptionally well in B2B, applying proven techniques and best practices to generate high response rates and reliable data. We are also objective so you get the unvarnished truth about how your company is perceived and the specific actions you can take to improve customer experience.
Custom B2B Net Promoter® Program Management
Working closely with your key stakeholders, our team of experts manage your Net Promoter (NPS) programs from start to finish, applying proven strategies and best practices for B2B companies, while avoiding pitfalls often encountered when NPS is done in-house.
We design and field your online Net Promoter survey or solicit NPS feedback through in-depth phone interviews. We obtain reliable, representative data and deliver detailed analysis and recommendations that serve as a blueprint for improving customer loyalty.
We can also conduct a detailed audit of your existing program and provide recommendations to ensure you maximize the impact of your customer feedback efforts.
Our Advantages
Our clients return year after year because we establish trusted partner relationships, driven by our ability to rapidly integrate with your team and deliver relevant and actionable recommendations.
We bring vast experience to every engagement and quickly assimilate into the specifics of your business and operations. In addition, 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 Net Promoter Score, which has stayed above +85 since the company was founded.
Generating strong response rates starts with a well-designed survey and compelling communications. Navigating spam filters and firewalls is also critical to having your emails delivered.
Our deep knowledge about how to maximize survey participation rates means we can provide a remarkable level of unfiltered feedback from your 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 to identify key findings and themes without preconceived notions or bias. This ensures you receive 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 act to address customer frustrations and perceived gaps.
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Founded In
- 2008
Satrix Solutions has implemented Net Promoter Score 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.
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Feedback Methods
- Online Surveys
- In-Depth Phone Interviews
To gather actionable insights from your customers, we work with you to design a customized program with a cadence, approach, and methodology that aligns with your objectives and will hold up to scrutiny.
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B2B Customer Experience Capabilities
In addition to Net Promoter 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 your customers, prospects, and employees.
Our Case Studies
Exceptional Results & Customer Service
Satrix Solutions' clients have experienced quantifiable ROI with our Net Promoter Programs. By routinely garnering above-average response rates, delivering actionable insights, and sharing objective recommendations, our clients have the detail they need to enhance the customer experience and reap the financial 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 More98% retention rate
Find out how IHS Markit, now S&P Global increased revenue by 45% by increasing its customer retention rate.
Read MoreAudit Your NPS Program
Our Survey Process
Our market research firm helps ensure your Net Promoter program realizes maximum benefit. We will gather detailed customer expectations, preferences, and satisfaction levels, and convert the feedback into improvement recommendations your 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 you to achieve your 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
- Schedule 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 your CX Program
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Duration
- Ongoing
Reporting and Analysis
The return on investment of a Net Promoter System survey program highly correlates with the depth and quality of the reporting. At Satrix Solutions, we are experts at converting quantitative and qualitative customer feedback into compelling visualizations, objective findings, and recommendations that encourage action.
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.
Satrix Solutions’ expertise helped us to ensure flawless execution of our Net Promoter and Customer Advisory Board programs.
Their partnership has been a vital ingredient in ShotSpotter’s goal of delivering a service experience that delights our customers and consistently delivers on our brand promise.
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.
NPS is one of the most important metrics we track.
Thanks to Satrix Solutions’ guidance and recommendations, our survey response rates jumped from the low 20s to the high 70s and our Net Promoter Score increased from +11 percent to +43 percent.
Satrix Solutions (and Evan Klein in particular) have been the driving force behind the success of our Satisfaction and Net Promoter Score Survey.
We’ve forged a stronger connection with our global member base thanks to their expert guidance, thorough recommendations, and forward-thinking approach.
As a trusted partner of The Society of Digital Agencies (SoDA), we strongly recommend them to any agency interested in realizing the real financial benefits of their client feedback programs.
For a customer success leader, you need to have an ecosystem of partners who think the same way you do to see success in executing the customer strategy.
Evan is such an individual. I collaborated with him in my previous company on voice of the customer and NPS effort and was very impressed with the professionalism in which the knowledge, expertise and service was provided. He has a keen interest in helping any company achieve its customer goals and will be a great partner.
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What Is A B2B Net Promoter Program
Actionable Customer Feedback
Companies that nurture customer loyalty are often rewarded with customers that engage in behaviors directly linked to profit, such as reduced churn, increased share-of-wallet, and more referrals. A strong indicator of customer behavior, the Net Promoter Score methodology is a powerful system for aligning your entire organization around the important activities that promote a customer-centric culture.
Net Promoter is more than a score - it’s an operational discipline. That’s why we work closely with your team and go beyond “the ultimate question” to pinpoint and prioritize service enhancements that will have the greatest impact on customer satisfaction. This ensures that you remain well-informed on precisely what improvements your customers will value most, and the voice-of-the-customer can be infused into important strategic decisions. The payoff is customer experience excellence - one of the few sustainable competitive advantages.
Both a customer loyalty metric and organizational discipline, Net Promoter Score (NPS) is a widely used customer loyalty measurement tool to monitor customers' enthusiasm about the products and services you deliver. With good reason - Net Promoter Score helps you quickly pinpoint and eliminate organizational trouble spots to transform the customer experience while leveraging loyal enthusiasts to fuel growth. The Net Promoter discipline inspires employees around customer-centric behaviors, resulting in more profitable customer engagements.
At its core, Net Promoter Score is a culture-shaping tool. The Net Promoter methodology helps you identify profitable behaviors by understanding the service and product attributes that influence customer loyalty – leading to long-term sustainable growth. In addition to being a strong indicator of company performance, NPS score is easy to understand, simple to execute, and easy to communicate; something your entire team can rally behind.
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The NPS Question
- How likely are you to recommend our company to a friend or colleague?
The Net Promoter Score calculation is based on the responses to a single question: "How likely are you to recommend our company to a friend or colleague?" On a scale from zero to 10, customers who score a 9 or 10 are considered your loyalty enthusiasts or "Promoters". Satisfied but unenthusiastic clients or "Passives" score a 7 or 8, and unhappy clients or "Detractors" score between 0 and 6. The Net Promoter Score calculation is simple - it’s the percentage of Promoters minus the percentage of Detractors.
Why Net Promoter is Important
Created by Fred Reichheld, Bain and Satmetrix, research shows that the “likely to recommend” NPS question had the strongest statistical correlation with repeat purchases and referrals. Leveraging NPS to ensure you keep your finger on the pulse of customer sentiment allows for a deeper understanding of which customers exhibit these profitable behaviors and which, due to persistent frustration, may damage your company's reputation through negative word-of-mouth. Systematic assessments of customer attitudes provide the insights needed to properly address customer pain-points and demonstrate a commitment to continuous improvement.
Net Promoter Resources
Thought Leadership & Expertise
We offer you an excellent collection of best practices, tips, and guidebooks on CX and EX strategy — all crafted to help your company get ahead in today's competitive market.
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