Finger On The Pulse Research
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B2B Market Research Case Studies

Customer Case Studies

Service Quality

Stakeholder Satisfaction and Feedback

Measuring Service Performance

Supplier Case Studies

Supply Chain Optimisation

360° Supplier Measurement & Feedback

Safe-guarding Supply Chain

Employee Case Studies

Organisational Transformation

Staff Retention

Joint Venture Tracking & Feedback

To find out more about how FOTP can help your business, why not get in touch. 

Company Reg. no: 06268323

Finger On The Pulse

One New Street,
Wells,
Somerset.
BA5 2LA

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01458 841836

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projects@fotpresearch.com

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Voice of the Customer (VoC) Programme for B2B Relationships

Understanding the relationship you have with your B2B customers is very different from the everyday Voice of Customer programmes run by many retailers.

In a dynamic world, our VoC programme enables you to gain holistic and real-time insights  that pinpoint what aspects of the relationship are working well, and what needs to be done to improve customer experience.  This, in turn, will drive more collaborative and profitable partnerships.

In addition, this more regular type of feedback enables you to have an “early warning” of any potential issues.

Customer Satisfaction Survey Company
A

Frequency:

You are always in contact with your key customers, but these, more formal, requests for feedback should ideally be conducted at least twice a year.

A

Who is surveyed:

All your key B2B customers (or as determined by the client) should be given an opportunity to give you structured feedback with each wave of research. We always strive to get the highest possible response rates – think of it more like a “census” than a survey.

A

Reporting:

Finger on the Pulse Research will tailor the reporting to your business, providing in-depth reports on key customer segments. There is also the option for dynamic dashboards, providing tracking data and facilitating action planning.

A

Outcome:

Your Senior Management/Commercial and Account Management teams will have a clear understanding of how to better support and further develop relationships with their B2B customers.