Best Practice in B2B Customer Satisfaction Surveys

28th January 2016 |   Journal Of Sales Transformation

Best Practice in B2B Customer Satisfaction Surveys – A Practical Guide by John Coldwell and Howard Plomann

This book has been written specifically for those who work in a B2B environment who want to get more from their customer satisfaction surveys. The authors claim that a well-planned and carefully implemented survey, which is properly followed through, should result in a minimum of a 10% increase in sustainable revenue. The book is aimed at those looking for a higher response rate to their surveys, and those seeking to pose more questions and wishing such questions could drill down further into the customer relationships. The book has been written to explain best practice based on the authors’ experience of what works, rather than theory. For instance, the authors share how to get a 90% response rate to a 60-question survey, and the best way to ensure that the feedback links directly with a company’s continuous improvement (or kaizen) programme.