B2B Service Customer Feedback Tool | SurveySensum

Boost NPS and Satisfaction by Identifying Churn Drivers and At-Risk Accounts with SurveySensum

A real-time B2B Service customer feedback tool that helps you

  • Recognize at-risk high-revenue accounts
  • Identify the reasons behind churn
  • And take action in time to enhance satisfaction and retention
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500+ Companies
8 Million+ Surveys
40+ Countries
100+ Languages
Sales Conversion
Point Increase in NPS
Higher Response Rate

Boost NPS and Prevent High-Value Customer Churn with B2B Service Feedback Platform

SurveySensum helps you gather real-time feedback at each touch point across the customer journey, close the feedback loop, and build relationships with your customers that most CX professionals strive for!

Run NPS and other Surveys (that Actually Drive Results) Quicker than ever with the Pre-Built Templates

Set up quick and easy surveys within minutes using our pre-defined templates. Customize it with your brand's name, tailor the follow-up questions, and launch it. Gain valuable insights through relevant questions, access prefab reports dashboard, and integrate seamlessly for closed-loop actions. Simplify customer feedback collection with our intuitive software!

Make Your B2B Service Surveys Truly Omnichannel

Reach out to customers through their preferred channels, whether it's Email, SMS, WhatsApp, website, in-app notifications, QR codes, social media platforms, or direct links. Simply upload the contacts and share the survey directly through the software by effortlessly integrating it with your existing software. You can also set up automated reminders for non-responders and limit the number of emails to prevent survey fatigue.

Analyze Key Segments by Industry with AI

No more manual coding! Leverage the power of AI-enabled Text analysis that automatically extracts quantitative insights from unprocessed qualitative data. It analyses thousands of verbatim and gives you the top trends and sentiments of customer feedback in real-time.

Close the Feedback Loop and
Resolve Customer Issues to Prevent Churn

Analyzing responses in retail is as important as collecting feedback. The innovative automated dashboard displays CSAT and NPS scores, customer behavior, customer sentiments, and top trends in one go. You can also customize the report, filter the data, and share it with the respective store manager or team as required.

Empower Decision-Making with Powerful Dashboards and Actionable Reports

The custom role-based dashboards of our B2B Service Customer Feedback Platform help employees in your organization see only the insights they want! They have their own personal dashboard with data corresponding to the requirements and interests of customers with that role. And you dont need to do any manual reporting. Just click a button and you have everything you want.

Maximize Your Efficiency with Seamless Integration

Switching from one platform to another can be a hassle! That’s why SurveySensum can easily integrate with your existing systems such as Zendesk, Slack, Salesforce, Hubspot, Freshdesk, and Intercom effectively. Its robust integration technology lets you receive responses on a Slack server, send surveys inside chats on Intercom, and integrate with other CRM applications using open APIs.


More than Just a B2B Service Customer Feedback Platform

Ease of Use

We made sure that the product is so easy to use that you can launch any survey in just 30 minutes and share it with all your customers.
“The best thing about SurveySensum is its simplicity. The user interface is so simple, that it made creating questions very easy, even for a new person.”
Numan Ardhi Nugraha
Product & Customer Insight Indosat

CX Consultation

We understand that you might not have a research team. So, our CX experts analyze the feedback and offer insights to boost your sales and retention.
“Whenever we needed support, you guys were right there. You’re always ready to offer us any kind of expertise that we might ask for.”
James Braun
VP of Quality at Apria Healthcare

Exceptional Support

It's not just the product, our support team comes with it. Wherever and whenever you get stuck, we guarantee to offer 1 hour SLA Support.
“Tools and features can be replicated, but the kind of support and ease that SurveySensum provides is exemplary.”
Siti Amaryllia
Head of CX at Allianz

Don't take our word for it, try it for yourself. It's free!

Frequently Asked Questions


A good B2B Service Feedback Platform costs you as per the features you require. Its pricing varies from brand to brand. It’s always better to do a trial version before opting for any software.

For example, a leading B2B Service Feedback Tool like SurveySensum gives you a free trial and a free version. And its enterprise plan is customized to meet the varying demands of an organization. So try it out first, and if it suits your needs, go for the enterprise plan.
Here is a list of the top 10 B2B service feedback tools for 2023:
  • SurveySensum
  • Feedier
  • CustomerGauge
  • InMoment
  • Typeform
  • UserReport
  • Qualaroo
  • Retently
  • CrowdSignal
  • NiceReply
These tools are designed to help businesses gather valuable feedback from their B2B customers and improve their service quality.
Here is the 4-step process to successfully implement Net Promoter Score in B2B:
  1. Know the Objective
  2. Launch NPS surveys at the right touchpoint, asking the right questions
  3. Send NPS Surveys to the right people
  4. Analyze the fathered survey data
  5. Close the feedback loop
To create ideal B2B surveys, it's essential to avoid the following seven common mistakes:
  1. Neglecting the North Star: Objective of the Survey
  2. Avoiding Sending B2B Surveys to the Right Audience
  3. The Goldilocks Dilemma: Why Lengthy B2B Surveys Miss the Mark
  4. Not Adding Hidden Gems – Open-Ended Questions
  5. Sending Customer Surveys Perfectly at the Wrong Time
  6. Not Sending Friendly Reminders
  7. Not Taking Action on the Gathered Customer Feedback
Here are the 8 key practices that marketers can implement to improve B2B Csutomer experience:
  1. Know Your Customers: Understand customer needs beyond product and price.
  2. Real-time Support: Offer fast and efficient customer support through live chat, email, and more.
  3. Foresee and Resolve Issues: Anticipate customer problems and provide solutions proactively.
  4. Listen to Customer Feedback: Adapt to evolving customer needs and preferences.
  5. Value All Customer Types: Serve the varied needs of different customer groups.
  6. Omnichannel Support: Provide support across various digital channels for accessibility.
  7. Customer-Centric Culture: Ingrain a customer-centric mindset in your company culture.
  8. Post-Purchase Support: Offer support and assistance beyond the point of sale.
11 Ways to leverage customer feedback to improve B2B customer service
  1. Know your customers: Understanding your clients' unique needs and preferences is essential for providing top-notch service.
  2. Use personalization: Tailoring your interactions and solutions to individual customer requirements enhances their experience.
  3. Be where your customers are: Engage with clients through their preferred communication channels and touchpoints.
  4. Create self-service options: Providing resources that empower customers to find solutions independently can be highly valuable.
  5. Consistent and reliable customer support: Ensure that your support services are consistently available and dependable.
  6. Train each team member: Equipping your staff with the skills and knowledge they need to provide exceptional service is crucial.
  7. Improve at each touchpoint: Continuously assess and enhance customer interactions at every stage of their journey.
  8. Measure and analyze performance: Use data and metrics to evaluate service quality and identify areas for improvement.
  9. Close the feedback loop: Act on customer feedback promptly to address their concerns and make necessary adjustments.
  10. Collaborate with your customers: Involve clients in co-creating solutions and gathering input for service improvements.
  11. Dedicated account managers: Assigning dedicated account managers can provide clients with a personalized point of contact and better service.
By applying these practices and actively incorporating customer feedback into your B2B customer service strategy, you can achieve significant improvements and enhance customer satisfaction.
Here are the 7 key B2B customer experience trends:
  1. Offer Personalization to Boost Customer Loyalty: Leveraging customer data for tailored experiences, exemplified by Salesforce's Customer 360 platform.
  2. Let Your Customers Choose WHERE to Reach You - Omnichannel Support: Embracing various communication channels, as demonstrated by Zendesk's omnichannel support.
  3. Data Security: Guardians of Confidentiality, Integrity, & Availability: Prioritizing data security and encryption, with Apple's approach as an example.
  4. Elevate Customer Experience by Offering Self-Service: Empowering customers to find solutions independently, illustrated by HubSpot's self-service customer support.
  5. Integrate Artificial Intelligence to Improve Customer Experience: Enhancing customer interactions through AI, using IBM Watson's chatbots and personalized recommendations.
  6. Voice-Assisted Search & Commerce – Futuristic Shopping Bliss: Embracing voice-assisted technology in B2B interactions, as seen in Amazon's Alexa.
  7. The Customer Journey Continues: Post-Purchase Engagement: Focusing on ongoing engagement after the initial purchase to foster lasting relationships.
These trends can help businesses deliver exceptional B2B customer experiences, fostering customer satisfaction and loyalty in today's competitive landscape.

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