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Are you struggling to choose the right surveys to enhance your B2B customer experience journey?
Do you also feel overwhelmed with the countless options available? – We’ve all been there.
The truth is that selecting the most effective surveys can be a real challenge. And making the wrong choice can lead to wasted time and resources.
But fear not!
In this blog, we’re going to talk about which surveys to take across the B2B SaaS customer experience journey with question examples of each industry.
Before moving ahead, let me tell you that this blog is going to cover 6 B2B industries:
Let’s talk about the first B2B industry.
1. B2B SaaS
The B2B SaaS customer journey is filled with multiple touchpoints from initial awareness to renewal and beyond that shape customer experiences.
So, let’s have a look at each touchpoint and identify when to conduct surveys, which survey to launch, why, and whom to target.
| B2B SaaS Touchpoints | When to Conduct the Survey? | Which Survey to Launch? | Question Type | Whom to Send the Survey? | Why Launch Survey? |
| Onboarding | 2 weeks after sign-up | Onboarding Experience Survey | CES or CSAT | New customers | To assess the effectiveness of onboarding |
| Customer Support | After resolving an issue | Customer Support Satisfaction Survey | CSAT | Customers who received support | To measure customer satisfaction with support |
| New feature launch | One Week after release | Product Feedback Survey | Product | Product users | To gather insights for product improvement |
| Product Usage and Overall Relationship | Quarterly or semesterly (every 6 months) | Relationship NPS | rNPS |
Quarterly – product user
Semesterly – decision maker
|
To measure relationship and overall customer satisfaction quarterly and semesterly from user or decision-maker |
Now you know which survey to launch at which touchpoint. So, here are some survey question examples that you can include while creating surveys:
Onboarding Experience Survey Questions:
- How would you rate the onboarding process?
- Did you find the onboarding resources helpful?
Customer Support Satisfaction Survey Questions:
- How satisfied are you with the support you received?
- Did the support team resolve your issue efficiently?
Product Feedback Survey Questions:
- How would you rate the latest product launch?
- Which new feature do you find most valuable?
Use these questions in your survey and customize them to gather valuable insights. This will enable you to improve your B2B SaaS customer experience.
Elevate your B2B SaaS Customer Experience Journey with SurveySensum
2. B2B Manufacturing
The B2B manufacturing customer journey consists of 5 touchpoints: initial inquiry, product customization, order delivery, post-purchase, and customer support.
Let’s find out which type of survey you should launch at each touchpoint, whom to send the survey to, and the reason behind launching the survey.
| B2B Manufacturing Touchpoints | When to Conduct the Survey? | Which Survey to Launch? | Question Type | Whom to Send the Survey? | Why Launch Survey? |
| Order Delivery | Upon product delivery | Delivery Satisfaction Survey | CSAT | Customers who received orders | To measure satisfaction and identify areas for improvement |
| Post-Purchase | 6- Monthly after purchase | Product Feedback | CSAT | Existing customers | To gather insights for product improvement and usage patterns |
| Customer Support | After resolving an issue | Customer Support Satisfaction Survey | CSAT | Customers who received support | To measure satisfaction with support and identify areas to improve |
| Overall Relationship | Every 6 months | Relationship NPS | rNPS | Decision Makers | To build relationships and measure their overall satisfaction level |
Now that you know which survey to launch at which touchpoint, let’s proceed to explore some survey question examples that you can include while creating interactive surveys.
Customer Satisfaction Survey Questions:
- How would you rate your experience with our company about order delivery?
- Were our sales representatives helpful in addressing your inquiries?
Post-purchase Survey Questions:
- How satisfied are you with the overall purchasing experience with our B2B manufacturing company?
- Did our B2B manufacturing products meet your expectations?
Relationship NPS Survey Questions:
- On a scale of 0 to 10, how likely are you to recommend our B2B manufacturing company to other businesses or colleagues?
- How satisfied are you with the overall level of support provided by our sales team?
By mapping the B2B manufacturing customer journey, you can launch the given survey at the right touchpoints. These surveys will give you insights to measure customer satisfaction, identify areas for improvement, and tailor your products and services to meet their needs.
Elevate your B2B Manufacturing Customer Experience Journey with SurveySensum
3. B2B Marketing & Advertising
In the B2B marketing and advertising industry, mapping the customer journey is a crucial process for understanding and optimizing how potential customers interact with your business throughout their buying process.
After mapping the customer journey, here are the 3 vital touchpoints on which you must launch surveys to gather their expectations and experiences.
| B2B Marketing & Advertising Touchpoints | When to Conduct the Survey? | Which Survey to Launch? | Question Type | Whom to Send the Survey? | Why Launch Survey? |
| NPS After Project Ends | After the contract ends (3 or 6 months) | Project NPS | rNPS | Project participants | To measure overall customer satisfaction quarterly and semesterly |
| Relationship NPS after long project ends (1-2 years) | Every 6 months | Relationship NPS | rNPS | Contract participants | To build relationships and gauge the satisfaction level |
Here are some question examples that you can customize as per your business requirements:
Customer Satisfaction and Net Promoter Score Survey Questions:
- Did our marketing efforts influence your decision to make a purchase?
- Would you recommend our brand to others based on your experience?
By implementing these surveys you can dive into your customer’s mind to gain valuable insights. After gathering feedback, you can analyze the data and take action to improve your B2B customer experience.
Elevate your B2B Marketing & Advertising Customer Experience Journey with SurveySensum
4. B2B Service
CMS is one of the examples of B2B services, that understand the importance of mapping customer journeys via SurveySensum. They mapped the entire journey and launched the customer surveys at relevant touchpoints across the journey. After gathering the feedback, they analyze the survey data and take action based on feedback received to continually improve their B2B service offerings.
| B2B Service Touchpoints | When to Conduct the Survey? | Which Survey to Launch? | Question Type | Whom to Send the Survey? | Why Launch Survey? |
| Service Delivery | After project completion | Service Satisfaction Survey | CSAT | Clients who received service | Measure customer satisfaction with the service delivered |
| Customer Support | After resolving an issue | Customer Support Satisfaction Survey | CSAT | Clients who received support | Measure satisfaction with support and identify areas to improve |
| Overall Relationship | After 3 or 6 months | Relationship NPS | rNPS | Decision Makers | To build and assess customer relationship with their satisfaction level |
And following are the survey question examples:
Service Satisfaction Survey:
- How satisfied are you with the overall quality of the service provided?
- Did our team meet your expectations in delivering the project successfully?
CMS Experience Survey:
- How satisfied are you with the ease of using our CMS for website management?
- How likely are you to recommend our CMS services to others based on your experience?
By strategically launching these surveys at the right touchpoints, just like how CMS did, you can gather valuable insights to enhance your B2B service customer experience.
Elevate your B2B Service Customer Experience Journey with SurveySensum
5. B2B Fintech
If yes, then mapping the customer journey can offer you several unique benefits. It can help you in making complex decisions, identifying pain points, and much more. So, let’s explore each touchpoint here:
| B2B Fintech Touchpoints | When to conduct the Survey? | Which Survey to Launch? | Question Type | Whom to Send the Survey? | Why Launch Survey? |
| Onboarding | After sign-up or integration | Onboarding Experience Survey | CSAT | New customers | To assess the effectiveness of onboarding and integration |
| Product Usage | After 3 months | Product Satisfaction Survey | CSAT and CES | Product Users | To measure satisfaction with your fintech product. |
| Overall Relationship | Every 6 months | Relationship NPS | rNPS | Product Users and Decision Makers | To build and measure overall relationship, customer satisfaction, and track changes over time. |
| Customer Support | After resolving an issue | Customer Support Satisfaction Survey | CSAT | Customers who received support | To measure satisfaction with support and identify areas to improve |
Now you must be looking for survey question examples, right?
Here you go:
Onboarding Experience Survey Questions:
- How satisfied are you with the integration of our fintech solution?
- Did our team provide clear guidance on support during onboarding?
Product Satisfaction Survey Questions:
- How satisfied are you with the performance and functionality of our fintech product?
- What improvements or additional features would you like to see in our fintech product?
Customer Support Satisfaction Survey Questions:
- How satisfied are you with the support you received from our team?
- Would you recommend our customer support services to others based on your experience?
Use NPS, CES, CSAT survey software to create these surveys and strategically launch them at the right touchpoints to evaluate onboarding, product satisfaction, customer support, renewal experience, and customer churn. With this, you can enhance your B2B fintech customer experience.
Elevate your B2B Fintech Customer Experience Journey with SurveySensum
6. B2B Logistics
Now comes the B2B logistics industry. By mapping the customer journey you can understand and optimize your client’s experience when they interact with your logistics services.
Without saying much, let’s quickly look at each touchpoint and explore which survey to conduct, when, and why:
| B2B Logistics Touchpoints | When to conduct the Survey? | Which Survey to Launch? | Question Type | Whom to Send the Survey? | Why Launch Survey? |
| Delivery Experience | After order delivery | Delivery Satisfaction Survey | CSAT | Customers who received orders | To measure customer satisfaction with the delivery experience |
| Customer Support | After resolving an issue | Customer Support Satisfaction Survey | CSAT | Customers who received support | To measure satisfaction with support and identify areas to improve |
| Overall Relationship | Periodically during the account management phase or upon request | Account Relationship Survey | rNPS | Key account Decision Makers | To evaluate the strength of the business relationship and assess the overall customer satisfaction and loyalty |
After knowing the touchpoints, survey types, etc. here are the survey question examples to incorporate:
Delivery Satisfaction Survey Questions:
- How satisfied are you with the condition of the delivered goods?
- Was the delivery made within the agreed-upon timeframe?
Customer Support Satisfaction Survey Questions:
- How satisfied are you with the support you received from our customer service team?
- Would you recommend our customer support services to others based on your recent experience?
As per the reason for launching the survey, create a survey with the perfect objective and launch it at the rich touchpoint to the right people to enhance your B2B logistics customer experience. Consider utilizing tools like Upper for streamlined route planning to optimize your logistics operations further.
And it’s a Wrap!
Overall, these were all the touchpoints of the B2B industries where you can launch surveys to craft an exceptional B2B customer experience journey.
By effectively using customer feedback surveys, you can elevate customer satisfaction experience and your business’ revenue. Therefore, to accomplish this, a reliable and powerful customer feedback platform, such as SurveySensum, can be your invaluable ally.
With SurveySensum’s, advanced capabilities, you can create engaging and interactive surveys that truly capture the essence of your B2B customer experience journey, ultimately leading to exceptional outcomes.
Make sure you make the best use of it😉
