Business to Business Customer Feedback Services

When you’re customers are businesses a simple customer feedback survey can do more harm than good. 

Genroe can assist you to run a Voice of the Customer process that collects actionable customer feedback through a positive customer experience.

High Value B2B Customer Feedback

Designed for Business to Business organisations that have a relatively small number of very important customers.

Sending a simple email survey to CEOs, COO’s and senior managers at your key clients is unlikely to provide you with useful feedback.

If you’re lucky they will tick the boxes of your survey.

If you’re less lucky their EA will delete your survey invite never seen.

If you’re unlucky their impression of you will actually go down.

We help you to understand what the key decision makers at your biggest clients are really thinking.

This service has been designed for Business to Business organisations that wish to understand what their customers value the most and how well they are delivering that value.

Learn more about the: High Value Business to Business Customer Feedback Process

Net Promoter Score

Net Promoter has excellent applicability in the B2B space.

If you are looking to implement NPS then our Net Promoter Score Consulting will help you deliver a system that collects scores and makes them actionable for your business.

A combination of services and, where applicable, software systems will support you in the development and roll-out of this powerful business improvement methodology.

Learn more about the: Net Promoter Score Practice

Won / Lost / Abandoned Interviews and Reporting

Turn lost sales into multiple wins by really understanding why you lost and multiplying your success rate.

So you’ve lost a big opportunity. That’s bad enough but if you don’t know exactly why you lost you may be destined to repeat the same mistakes over and over again

You could ask your client directly but it is not likely to glean the real reason for the loss. You’ll probably just get “you were a close second”, “there was not much in it”, “the others were a bit cheaper”. Not useful at all.

Learn more about the: Lost Sale Feedback and Action Plan

Stakeholder feedback interviews

As an adjunct to the High Value Business to Business Customer Feedback Process we also offer general stakeholder feedback interview services.

These service can be used for a variety of purposes including:

  1. Interview prospects when you have lost a major tender to understand what when wrong and why.
  2. Interview current customers to probe about new product development ideas and approaches.

Learn more about the: High Value Business to Business Customer Feedback Process

Customer Feedback Survey Audit

Poorly worded customer survey questions can destroy the effectiveness of the customer feedback process and produce a poor customer experience.

In fact if the questions in your customer survey are not phrased correctly the results that you receive can be misleading and even downright incorrect.

Learn more about our Customer Feedback Survey Audit.

Success Diagnostic

Un-happy with the ROI from you customer feedback program? You’re not alone.

Smart companies drive real business value through collecting and using customer feedback (Zappos, Apple, American Express, Amazon), in fact they become renowned for it. Others just waste their money (no names needed here).

This diagnostic identifies what you need to do to have a Zappos or Apple-like focus on your customers.

Learn more about our Voice of the Customer Success Diagnostic.

Next Steps

Client Testimonials

Hear from clients who have used our services.

Angela Jones-Blayney

Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data.

Michael McGough

I had a proposal which I needed to present to the CEO of our group, who without speaking with Adam or anyone at Genroe said, “How long did you guys talk this is super detailed, this is exactly what we need, go ahead”.

David Schekoske

Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with

Michael Bray

Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength.

Russell Evans

A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.

Joanna Thomas

Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers.

Renee Farnham

Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always!

Bernice McLeod

Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect.

Jeff McLean

I know one of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.

Craig Scowen

[Genroe] have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.

Sam Riley

They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist.

Mark Burgess

The Genroe team helped us develop the strategy, systems and execution to go to market. Genroe are a very professional and supportive partner. The methods, systems and project management practices all work well to keep the project on-track.

John Moss

So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team.

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