Customer Satisfaction, Experience and Feedback Programmes​

Understanding customer experience and satisfaction via structured, independent, and unbiased customer feedback programmes is a powerful tool for business growth churn reduction.

Focus One can hel you to quickly implement a cost effective best practice feedback programme targeting your customers, your lost customers and your lost prospects.

We help you ask the right people, the right questions, the right way and effectively use the answers to grow your business.

Customer Satisfaction, Experience and Feedback Programmes​​

Understanding customer experience and satisfaction via structured, independent, and unbiased customer feedback programmes is a powerful tool for business growth churn reduction.

Focus One can hel you to quickly implement a cost effective best practice feedback programme targeting your customers, your lost customers and your lost prospects.

We help you ask the right people, the right questions, the right way and effectively use the answers to grow your business.

Why are Customer Experience and Feedback Programmes so important?

Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service.

“Your most unhappy customers are your greatest source of learning.” – Bill Gates

Insight driven customer and market research is an area that many B2B businesses struggle with.  Many of our clients recognise that one of their biggest growth opportunities is to focus on structured, independent, unbiased, best practice customer and market engagement and feedback. Feedback programmes such as these lead to a better understanding of the motivations and messages that will cause prospects to become customers, and customers to buy more often.

Positive feedback is good. It lets company’s know that they are on the right path, and whatever they are doing they’re doing it well. Positive feedback also comes with that extra ‘feel good’ factor. However, negative criticism is perhaps a company’s biggest source of growth. Company’s can learn what they should be doing when they get negative feedback from unhappy customers. Proactively using this feedback can improve their business, their services, their products, their mechanisms, and how they function as an organisation.

Our customer feedback programmes include:

Good businesses use customer feedback to get better, and improve themselves, placing special focus and emphasis on negative customer feedback and unhappy customers

Why Are Customer Experience and Feedback Programmes So Important?

Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service.

“Your most unhappy customers are your greatest source of learning.” – Bill Gates

Insight driven customer and market research is an area that many B2B businesses struggle with.  Many of our clients recognise that one of their biggest growth opportunities is to focus on structured, independent, unbiased, best practice customer and market engagement and feedback. Feedback programmes such as these lead to a better understanding of the motivations and messages that will cause prospects to become customers, and customers to buy more often.

Positive feedback is good. It lets company’s know that they are on the right path, and whatever they are doing they’re doing it well. Positive feedback also comes with that extra ‘feel good’ factor. However, negative criticism is perhaps a company’s biggest source of growth. Company’s can learn what they should be doing when they get negative feedback from unhappy customers. Proactively using this feedback can improve their business, their services, their products, their mechanisms, and how they function as an organisation.

Good businesses use customer feedback to get better, and improve themselves, placing special focus and emphasis on negative customer feedback and unhappy customers.

Our customer feedback programmes include:

Good businesses use customer feedback to get better, and improve themselves, placing special focus and emphasis on negative customer feedback and unhappy customers

How We Approach Your Customer Feedback Project

1. Survey configured

Script survey questions, invitation email text, reminder email text and thank-you page text.  Configure automated alerts to allow you to react in real time when we interview dissatisfied respondents. 

2. Response capture

Survey launched. Respondent panelists – customers/lapsed customers/prospects targeted via telephone or email to participate in CATI telephone interview or complete survey online.

3. Analyse the data

Analyse both quantitative scores and qualitative comments with particular focus on your dissatisfied customers to identify any trends and patterns in sub standard service delivery or value for money.

4. Actionable insights

Prepare your feedback report with a particular focus around understanding your customer needs, what matters most to them, what are their drivers of satisfaction and dissatisfaction.

1. Survey configured

Script survey questions, invitation email text, reminder email text and thank-you page text.  Configure automated alerts to allow you to react in real time when we interview dissatisfied respondents. 

2. Response capture

Survey launched. Respondent panelists – customers/lapsed customers/prospects targeted via telephone or email to participate in CATI telephone interview or complete survey online.

3. Analyse the data

Analyse both quantitative scores and qualitative comments with particular focus on your dissatisfied customers to identify any trends and patterns in sub standard service delivery or value for money.

4. Actionable insights

Prepare your feedback report with a particular focus around understanding your customer needs, what matters most to them, what are their drivers of satisfaction and dissatisfaction.

Image showing a Customer Feedback Programme Graph

Ask. Learn. Act. ​

Sample B2B customer feedback questions

  1. In broad terms, how do your customers feel about you?
  2. What do your customers feel you do well?
  3. What do your customers feel you could improve on?
  4. How do you compare to your competitors in your market?
  5. Thinking about their dealings with you, what matters most to your customer base?
  6. What are the wider challenges faced by your customers today and in the future?
  7. How can you better anticipate and address the requirements of your customers in the future?

Ask. Learn. Act. ​

Image showing a Customer Feedback Programme Graph

Sample B2B customer feedback questions

  1. In broad terms, how do your customers feel about you?
  2. What do your customers feel you do well?
  3. What do your customers feel you could improve on?
  4. How do you compare to your competitors in your market?
  5. Thinking about their dealings with you, what matters most to your customer base?
  6. What are the wider challenges faced by your customers today and in the future?
  7. How can you better anticipate and address the requirements of your customers in the future?

What Our Clients Say

What Our
Clients Say

"Highly recommend! The biggest positive for me is they take my goals on as their own, constantly working to improve campaign effectiveness.”
Marie Murphy Focus One Testimonial
MARIE MURPHY
PROJECT MANAGER - TM FORUM
"I have worked with Focus One to develop target lists and lead generation and appointment setting for our corporate team since 2011. I wouldn’t hesitate in recommending them."
Peter Griffin Focus One Testimonial
PETER GRIFFIN
ALLIED PENSIONS TRUST
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Our Services

Appointment Setting

The key to successful B2B appointment setting is to delegate the prospecting task, allowing your sales team to focus on engagement ready warm leads and meeting prospects.

Data List Cleansing

Clean business data means a healthy sales ecosystem. In compliance with GDPR regulations, we process your database to ensure your business contact information is up to date.

Webinar Support

Our team are adept at  designing and handling outbound campaigns to register attendees for every type of event from online webinar registrations to conferences, seminars and trade shows.

Customer Feedback

How satisfied are your customers? A B2B customer feedback programme is an investment in the relationship between your company and your B2B customers.

Appointment Setting

The key to successful B2B appointment setting is to delegate the prospecting task, allowing your sales team to focus on engagement ready warm leads and meeting prospects.

Data List Cleansing

Clean business data means a healthy sales ecosystem. In compliance with GDPR regulations, we process your database to ensure your business contact information is up to date.

Webinar Support

Our team are adept at  designing and handling outbound campaigns to register attendees for every type of event from online webinar registrations to conferences, seminars and trade shows.

Customer Feedback

How satisfied are your customers? A B2B customer feedback programme is an investment in the relationship between your company and your B2B customers.

Sectors

Software

Working with start-ups and industry leading software companies to introduce software products and services to the market.

Technology

Focus One works with leading technology companies to create business opportunities within this fast-paced sector.

Manufacturing

Working with manufacturing companies as an industry growth partner to develop viable sales pipeline opportunities.

Business Services

Focus One works with business services providers drawing from a wide range of industries to develop their sales pipeline.

Financial Services

Generating new business opportunities while observing regulatory obligations as they apply to your sales campaign.

15 YEARS OF EXPERT B2B TELESALES AND LEAD GENERATION

We're Ready When You Are

Looking for help with a project?

Call us or complete the form and we will be in touch as soon as possible.

    15 YEARS OF EXPERT B2B TELESALES AND LEAD GENERATION

    We're Ready When You Are

    Looking for help with a project?

    Call us or complete the form and we will be in touch as soon as possible.