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Task: Development of a survey questionaire to assess customer satisfaction & status/health of the B2B customer relationship
I need a survey questionaire for existing business customers with regards to the services provided (360° degree survey)
– industry: SaaS (B2B)
– product: professional services / managed IT services (specialized service)
– context: customer success metrics / sample areas to be covered: service satisfaction, upsell/cross-sell potential, etc.
– customer base: established relationships, multi-year contracts with specified service level agreements, monthly customer meetings to report service status of the managed services provided
– customer interaction setup: online meetings, ticket system for service requests/changes etc., Email, phone calls (only in urgent cases)
It needs to be tailored in the context of customer success management.
Please develop the appropriate questions, success measure (e.g. scale from 1-5…) andcome up with as many as possible questions for a holistic 360° customer health assessment.
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PLEASE NOTE:
This is not an academic assignment, but rather a practical task!
The following links should provide some input:
https://www.hotjar.com/blog/customer-satisfaction-survey/
https://blog.hubspot.com/service/customer-satisfaction-survey-examples
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