A B2B supplier of high-quality components to manufacturers was facing challenges with client retention. Although their products met industry standards, they were receiving feedback indicating room for improvement in service quality and client communication. The company wanted a structured way to assess customer satisfaction, identify pain points, and prioritize service enhancements to strengthen client relationships and loyalty.
Thrive Analytics worked with the client to design and implement a comprehensive customer satisfaction survey. We developed a tailored questionnaire that addressed key aspects of the client experience, including product quality, responsiveness, technical support, and overall satisfaction. To maximize response rates, we helped the client integrate the survey into their customer communication channels and provided clear instructions for distributing and following up with clients. Our team also designed a reporting template to facilitate actionable insights, allowing them to view results by customer segment, region, and other relevant factors.
The customer satisfaction survey provided the client with valuable insights, revealing specific areas for improvement in customer support and response times. Based on the feedback, the company implemented targeted changes, including enhanced training for support staff and a streamlined communication process for handling orders. Within six months, the client saw an increase in customer satisfaction scores and a significant reduction in client turnover. The survey has since become an annual tool, allowing them to continually monitor satisfaction and address emerging customer needs proactively.
