A Practical Guide to Best Practice for Business-to-Business (B2B) Customer Satisfaction Surveys by John Coldwell & Howard Plomann - HTML preview

Getting Your Senior Team Involved – Manager's Predictions

Another step for getting your senior team involved is to ask them, individually, to predict how the customers are going to respond. (You can see in Section 7 of the sample customer satisfaction survey report how InfoQuest reports this back.)

The results of this exercise will show which managers are most closely allied to the views of the customers (with sixteen years experience, the best result I've ever seen is 65% accurate), which managers are optimistic and which are pessimistic. Normally there is no need to follow-up on these results.