Design Customer Feedback Programme for B2B Firm
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Case Summary
A B2B firm engaged us to design and deliver their first customer feedback programme, aiming to capture insights that would inform proposition design and new product development.
The Challenges
- No mechanism to capture customer voice
- Inability to track satisfaction or Net Promoter Score (NPS)
- Lack of insight to shape propositions or new products
- No baseline understanding of customer behaviours or preferences
Our Solution
We designed and delivered a comprehensive research programme including customer focus groups, a large-scale online survey, and structured interviews with industry experts. This provided both qualitative and quantitative insights. We also established a monthly survey process to track NPS, satisfaction, and future buying propensity over time.
The Results
- Customer voice captured for the first time
- Substantial insight into customer preferences, opinions, and behaviours
- Clear evidence base to inform proposition design and product development
- Ongoing tracking of NPS, satisfaction, and buying propensity
- Stronger customer engagement and market understanding across the business
Case Details
Client Type / Sector: B2B
Location: Ireland
Services Provided:
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