Simple B2B Customer Satisfaction Surveys

The terms simple and simplistic often get confused or misconstrued. “Simple” is often looked down upon.  We look up to people who use long words, jargon and sophisticated terms in the hope that they have the answers.  In university we are taught to make the simple...

The Truth about Customer Experience

Recently there was a discussion on LinkedIn about a new report by McKinsey which looked at how businesses maximise customer satisfaction by concentrating on touchpoints, under the title of The Truth of Customer Experience. The real truth, missed not only by McKinsey...

Let battle commence – Engagement VS Unionisation

The hallowed halls of Academia are echoing to the increasing footfall of massed unionisation. Has anyone dared ask,” Why?” The ‘simplistic’ answer of course is that staff are feeling driven towards unionisation because they feel they need the protection that delivers....

How to Build Positive Relationships – By Liggy Webb

“The most important single ingredient in the formula of success is knowing how to get along with people.”  Theodore Roosevelt   One of the most profound experiences that we can have in our lives is the connection we have with other human beings. So...

Hello, I’d like to speak with ….

Here at InfoQuest we’re pretty good at getting through to your hard to reach customers.  In fact last week I presented back the results of a survey to an organisation that had only 62 customers – and we’d been able to phone, and get the agreement to take part, of 60...

Staff engagement – what is it?

Engagement of the people involved with your organisation is finally being acknowledged as the hot topic for 2014 and beyond. – Do you really know what engagement is, how it’s defined ? – How do you recognise the state of engagement in your...

Simple B2B Customer Satisfaction Surveys

The terms simple and simplistic often get confused or misconstrued. “Simple” is often looked down upon.  We look up to people who use long words, jargon and sophisticated terms in the hope that they have the answers.  In university we are taught to make the simple...

Social Sales in the B2B Environment – by Ridge Consulting

How social media is evolving the B2B sales process 1     Introduction Today’s business customers are approaching the sales process differently.  They no longer rely on sales personnel to educate them about a product or service; they search the internet or discuss the...

Are you in a (Customer) Relationship?

Customer Relationship Management There is a view, although not widely held, that the Customer Relationship Management (CRM) concept evolved from the Total Quality Management (TQM) philosophy. TQM in its broadest sense is all about empowering people to take control of...

Benchmarking customer satisfaction scores

In section 3 of all of InfoQuest’s customer satisfaction survey reports we provide you with benchmark scores.  These show you how you scored compared with all the other scores achieved for a particular question.  The “On an overall basis, how satisfied are you with...

Guidelines for Dealer Surveys

Dealer – Customer Satisfaction Surveys Introduction The purpose of Dealer to Customer satisfaction surveys, where the top-level Client asks their Dealers to conduct customer satisfaction surveys, is to grow good quality Profitable Sales through the supply chain....

How Many Questions in a Customer Satisfaction Survey

There is an argument that you only need to ask one question in a customer satisfaction survey.  The Net Promoter Score (NPS) philosophy is that “would you recommend our company?” is enough.  But unless the respondent answers in a positive way you need to ask some more...

Best Questions for a Customer Satisfaction Survey

Q. What are the best questions to ask in a customer satisfaction survey? A. The ones that are going to give you the most useful information.     That was an obvious answer, I know, but stay with me.  When we recently updated out library of questions we...

Preparing for a B2B Customer Satisfaction Survey Part 1

You are thinking about conducting a B2B customer satisfaction survey.  Good. Where do you begin? In my experience the best place to start is to think through what you and your company will do with the results. Yesterday I met two very nice ladies.  They told me that,...