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As a bespoke customer satisfaction survey company, we conduct customer feedback research driven around the specific needs of our clients, in terms of scope, process and deliverables.
As a key Stakeholder Group, your Customers generate the revenue that drives your business forward. To do this successfully, it’s vital to understand and take into account the views/feedback of your customers when making commercial decisions and developing future strategy. Conscious of the maxim that ‘you shouldn’t mark your own homework’, engaging FOTP Research, a specialist B2B research company, as an independent third party to work with you, is the best way forward.
We will work with you to:
- Understand your requirements
- Develop the survey
- Conduct the customer satisfaction research
- Analyse the data and
- Present the insights
Customer Satisfaction Research – How we do it
Step 1: Scoping the target respondents and understanding your business
We hold initial meetings with our clients to achieve the following:
- Clarify research requirements and potential areas to measure
- Understand current processes and business characteristics
- Select appropriate customers to gain feedback from
- Recommend and agree an appropriate sample size
- Provide a full project schedule to include timelines and deliverables
Step 2: Qualifying the core components of successful relationships with your customers
- The key drivers of customer relationship performance are identified by conducting a number of in-depth telephone interviews with a sample of your customers
- The output of these interviews are clearly defined Performance Areas and the individual Performance Attributes that determine your customer relationships
Step 3: Measuring the Pulse of your customer relationships
- An online survey with a combination of ratings and “open text” boxes is used to gather customer feedback on how they rate your company on the agreed Performance Areas and Attributes
- The Performance Areas and Attributes measured are those we defined from the earlier qualifying interviews
Step 4: Reporting via scorecard and identifying customer relationship strengths and areas for improvement
Output of results include:
- A customer relationship health Scorecard
- A measure of performance for each Performance Area and Attribute
- Verbatim comments providing further insight into the ratings provided
- Identified customer relationship strengths and areas for improvement
- Data analysis and recommendations to help you drive stronger customer relationships
Finger on the Pulse Research (FOTP) is a B2B research agency that specialise in gathering feedback from key stakeholder groups, in particular, Customers, Suppliers and Employees, by developing and conducting bespoke market research surveys.
These three stakeholder groups are fundamental to the success of any business, yet how often do companies obtain feedback from them, to understand their perceptions of your business, in particular what you do well and what you could improve.
Whether during “normal” times or times of crisis, timely, objective and actionable insights generated through research projects enable businesses to maintain a competitive edge and keep close to the needs of their key stakeholders.
Given modern technology, it is possible for companies to conduct their own research ‘in house’ but that could undermine objectivity and prevent stakeholders from openly providing their views. Finger on the Pulse Research, as an independent and objective B2B research agency are best able to work with you to gather specific feedback from any stakeholder group. It is also a cost-effective solution to outsource the work rather than allocate internal resources to undertake the work.
We will work with you to:
- Understand your requirements
- Develop the survey
- Conduct the supplier satisfaction research
- Analyse the data and
- Present the insights
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Employees and their performance are crucial to the overall success of your company. It’s essential to make sure that your workforce is engaged with and aligned to your strategy – engaged colleagues lead directly to improved performance for your business.
In addition to ensuring your teams have all the tools they need to do the job and are having regular 1:1’s with their line managers, engaging an independent third party such as Finger on the Pulse Research, to undertake a regular Employee Engagement Survey will enable you to understand and measure the level of employee commitment, engagement, motivation, but also how they feel about the strategic direction of the business and whether they’d recommend others to work for the company.
All this needs to be measured to ensure your business and your whole workforce are pulling in the same direction and working together to deliver strong performance and growth. This is where Finger on the Pulse Research come in.
Conscious of the maxim that ‘you shouldn’t mark your own homework’, engaging FOTP Research, a specialist B2B research company, as an independent third party to work with you, is the best way forward to develop and conduct an Employee Engagement Survey for you.
We will work with you to:
- Understand your requirements
- Develop the survey
- Conduct the Employee Engagement Survey
- Analyse the data and
- Present the insights
When asked about strategic priorities for the next 12 months, there is a sense that B2B Sales Professionals are “shoring up” existing business/clients, rather than actively recruiting new clients.
73% of B2B Sales Professionals indicated that “growing business with existing clients” was their top priority, compared to less than half saying the same about bringing in new clients. In addition, 1 in 4 ranked “bringing in new clients” last in the list of priorities.
Reinforcing this sense of consolidation, the other top ranked priorities focus on “understanding clients’ changing needs”, “adapting products and services to the changing market trends”, “driving New Product Development”, and “developing current and fresh ways of advertising/promotion”.
More immediately, B2B Sales Professionals are having to counteract the impact of shortages in key product lines, with availability and supply chain disruption still causing significant issues. Businesses are developing a range of solutions to deal with this, from identifying/sourcing new or more reliable suppliers, focusing on forward planning/forecasting and adjusting product range/offering.
Finally, when providing feedback on the Net Zero strategies, survey results confirmed that businesses were more likely to support their clients’ Net Zero targets, than have any of their own. Time, having sufficient resources, internal commitment and having to prioritise other business issues are the main factors that divert focus from developing the Net Zero strategies internally.
Relationships, while just as important as ever, are also impacted by ongoing covid restrictions. B2B Sales Professionals report that it is becoming increasingly difficult to build relationships with clients, with account reviews, sales conversations and even meeting new customers all happening via video calls
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