John Coldwell
John Coldwell
From an operations background, John's attitude towards B2B customer satisfaction surveys is that they must be useful. Interesting doesn't interest him. You should be able to grab the feedback by the scruff of the neck and do something with it. For the past 15 years John has been running InfoQuest's full-day senior-team post-survey workshops around the world.
What do you want from your B2B customer satisfaction survey?
When we were writing our book on business-to-business customer satisfaction surveys, Howard Plomann and I also researched the key benchmarks. The four key criteria...
NPS, InfoQuest and Numbers
Here is one for the statisticians. It's boring as hell. Sorry. A Net Promoter Score survey with 100 respondents that asked the question...
The Lifetime Value of a Customer
A couple of years ago Chris and Josephine, who ran our local village store, retired, sold up and went travelling. Before they came...
Statistical Validity in B2B Customer Satisfaction Surveys
I was asked today about the statistical validity of an InfoQuest B2B customer satisfaction survey. Now we have a very neat spreadsheet for...
How long would it take YOU to list your most important customers?
You're in B2B and you have long-term relationships with your most important customers, right? You've allocated Key Account Managers (KAMs) to those customers. The...
Customer Satisfaction Survey Response Rates – Update
Over the past couple days I’ve been researching the general subject of Survey Response Rates. My normal interest in the subject became elevated...
Why is customer satisfaction important?
Customer satisfaction is not an altruistic goal. Totally satisfied customers will give your company references, referrals, case studies, more business and better margins for...
TS16949 and Customer Feedback
Unlike lesser standards, TS16949 is far more demanding when it comes to customer satisfaction surveys; you have to link the customer feedback to your...
What is B2B? What does Business to Business mean?
In order to define B2B, B2C has to be defined. These are two very different business models, requiring different skills, disciplines and mind-sets....
Video – A Guest Lecture Focusing On Customer Satisfaction Surveys
You can tell it's the holiday season! Its quiet in the office, and we found a recording of a guest lecture, given at Huddersfield...
What did B2C do before NPS?
Last week I was approached by an American investment bank. Perfect for InfoQuest I thought. Has to be B2B and all about...
The Top 10 Categories and Questions for B2B Customer Surveys
Below are the ten most frequently used question sets by InfoQuest's clients. Question set 1 (Overall) is used in all our surveys. The next...
Getting the most out of your B2B customer satisfaction survey – maximising the share of wallet
Share of Wallet is a term that will be familiar to some of you. For those that are unsure it means “How much...
Do I want a Relationship? Or an Experience?
On Tuesday evening I had to go to PCWorld. For the first time in 13 years my computer had become infected. I...
B2B – How to Increase Response Rates to Customer Satisfaction Surveys – 6 Tips
The following tips can be applied to whatever method you use to gather feedback – whether you survey your customers using free on-line surveys;...
The forensic analysis of a customer satisfaction survey report.
For this blog I am going to refer you to the sample customer satisfaction survey report on the Downloads page – item 6 http://www.infoquestcrm.co.uk/downloads/ I’m...