Blind Spots in BtoB Customer Satisfaction Surveys: The Importance of Overlooked Feedback
An important point that is often overlooked in BtoB customer satisfaction surveys is "feedback response during the survey." In many cases, during the 1 to 2 months from the start of the survey until the aggregation and analysis are completed, feedback from individual customers is rarely considered. However, the opportunities lost during this period are significant. Particularly if negative feedback is neglected, dissatisfaction can grow, increasing the risk of losing customers in the worst-case scenario. Conversely, by responding quickly, trust can be restored, and customer satisfaction can be dramatically improved. Our researchers, who act as partners, will closely monitor feedback during the survey period and promptly report to your company if immediate action is needed, supporting swift responses.
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The blind spot in BtoB customer satisfaction surveys lies in the delayed response to feedback that comes in after the survey has started. Feedback loses its value over time, so a system that allows for quick sharing and immediate action is crucial for the success of the survey. Additionally, a swift response to customer dissatisfaction presents an opportunity to retain customers who might otherwise be lost and to turn them into more loyal ones. In customer satisfaction surveys, it is not enough to simply wait for aggregation and reporting; maximizing real-time feedback is the source of competitive advantage. Instead of waiting for survey results, take action the moment feedback arrives. This is the key to achieving true customer satisfaction improvement. Our company supports client companies by sharing timely feedback and facilitating rapid responses, further strengthening relationships with customers. Why not leverage feedback from the ongoing survey without overlooking this "blind spot"? Companies looking to improve customer satisfaction are welcome to contact us.
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Our BtoB customer satisfaction survey service goes beyond mere data collection; we provide "co-support" that aligns with your business goals and connects to actual results. Our role is to work together with you to determine how your company should act based on the survey results and to support you in implementing effective improvement measures.
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