Customer Satisfaction Rating

Studying customer satisfaction — is a powerful tool for making effective and reasonable managerial, commercial, marketing and organizational decisions that are most appropriate for the Customer's company and its situation.
Analysis of the causes of dissatisfaction allows you to understand what can be improved in accordance with the reasonable wishes of customers.
Measuring customer satisfaction over time against repeat sales analysis allows you to track changes in customer satisfaction after efforts have been made to improve product quality and/or service.

Studying customer satisfaction in the B2B market is very different from studying customer satisfaction in the B2C segment:

1. Availability of an informed consumer
In the B2C market, each consumer can become a source of information about their satisfaction as a customer.
In the B2B market, only a few of the company's employees can be a source of such information, often these employees — top managers, hard to reach and not always ready to provide feedback.
This leads to increased complexity of obtaining the necessary information.

2. Customer Value and Their Quantity
In the B2C market, each consumer, being a client, is comparable in terms of the scale of purchases with other consumers, their number is large, it is not necessary to receive an assessment from a particular B2C client.
In the B2B market, the number of consumers (relative to B2C) is small, some of them may purchase many times more than other B2B or B2C consumers.
The result of such differences is the unequal satisfaction ratings of companies of different sizes, which obliges to receive feedback from the largest consumers.

3. Product complexity
Most often, products and services for B2B clients are more complex than in the B2C segment and are characterized by a wide range of features.
The complexity of the B2B products to be purchased makes it necessary for the buyer to have technical knowledge and experience, and as a result, interviews are conducted professionally, with a deep knowledge of the product or service.

4. Collectivity in the choice (change) of the supplier
In a consumer's B2B company, different individuals can influence the purchasing decision, resulting in the need to identify a wide range of individuals, understand their roles in the purchase and use of products and services, and ascertain their requirements and wishes.

5. Identifying causes of dissatisfaction

In the B2C segment, consumers often cannot formulate the reasons for their dissatisfaction with a product or service, their requirements are often mutually exclusive. This can happen:

- due to lack of awareness of B2C consumer dissatisfaction reasons;

- understanding that, most likely, nothing depends on his opinion and there is no point in revealing it;

- the assumption that the B2C consumer will not use the services of this company again — it's easier to switch to another supplier.

In the case of the B2B segment, the consumer is aware of the cause of dissatisfaction, understands his importance to the supplier and is interested in improvements from the supplier.

This allows not only to discover the causes of dissatisfaction and find ways to deal with them, but, possibly, to get valuable ideas and directions for the development and improvement of — products, services, business processes, changes in which will subsequently affect other B2B consumers.

6. Possibility of targeted impact
Most often, a supplier of products and services for B2C consumers does not have the opportunity to target a dissatisfied consumer in a targeted way (except in cases of receiving a complaint from him).
In the case of a B2B consumer, there is an opportunity to enter into a constructive dialogue in order to discuss possible activities that will lead to an increase in customer satisfaction.

Our advantages

- We value our reputation and always keep the information received from the Customer confidential. Evidence of this: the recommendations of our clients and the absence of lawsuits over 20 years of work.
- The study of clients is always carried out as carefully as possible, without disrupting the current commercial work in the most convenient form for the respondents.

- We understand the importance of the information obtained during the study of clients and can transfer it before the end of the Project (for example, informing in a timely manner about plans to care for another provider will allow the commercial service to take steps to withhold).

Result format

I. CSI (Customer Satisfaction Index) — customer satisfaction index, allows you to determine which components of the company's work customers are completely satisfied, and in what parameters their level of satisfaction is not high enough. To obtain the index, the parameters of the company's work are analyzed, such as the quality of goods or services, prices, professionalism of employees, and others; the resulting data is weighted according to its importance to the company's customers. This method is most widely used for B2B markets.

II. SERVQUAL — analysis, which is a comparison of consumer expectations and actual perception, is also common in B2B.

III. In addition, it is possible to conduct an analysis of the satisfaction of competing companies, which will help to identify which methods of working with clients are the most effective in your market. This benchmarking process will allow you to optimize the company's activities by adapting the existing examples of the effective functioning of competing companies for your company.

More details about the experience of assessing customer satisfaction — see link

For more about the service, you can contact us by phone +7 (495) 777-91-87 or by e-mail api@gossnab.ru