Buyer Be Aware - CX Trends Impacting B2B Service Firms in 2025 and Beyond

Join ClearlyRated co-founders Eric Gregg and Nathan Goff in a must-attend, free webinar designed to help your firm master CX measurement. 

Armed with our latest research data, Eric and Nathan will guide you through the evolution of CX best practices. Learn how to overcome the hurdles that stop many firms from moving forward with CX measurement, and see how a dynamic system of ongoing, real-time visibility into customer health can help your firm grow faster. 

Dive into solutions for major challenges like:

• Securing leadership buy-in: Learn how to demonstrate the value of CX measurement to gain executive support.
• Overcoming decentralized client data: How to get started with client surveying, even if your contact information is scattered across multiple systems.
• Shifting employee perceptions: Educate your team on the positive outcomes of CX surveys, and foster a culture that values feedback.
• Enhancing customer satisfaction and loyalty: Harness the power of real-time CX visibility and accountability to cater to your clients' evolving needs and exceed their expectations.
• Unlocking strategic customer health insights: Go beyond basic metrics to dive deep into comprehensive, actionable insights that inform your CX strategy and drive meaningful improvements.

Presenters

Eric Gregg, Co-Founder
Connect on LinkedIn

Nathan Goff, Co-Founder
Connect on LinkedIn

B2B service providers have a lot of questions about online reviews: why they matter, how to get them, how to respond to them, and which review sites are the most important for firm growth. 

In this quick-hit 30-minute conversational webinar, ClearlyRated co-founders - CTO Nathan Goff and CEO Eric Gregg - will tackle your burning questions about online reviews. We'll dig into the fundamentals of online reviews, how and who to ask for reviews, how to handle negative reviews, and most importantly, how reviews help firms STAND OUT in search to attract new business.

We will answer the following questions:  

• Which online reviews matter most, and how do we get more?
• Which review sites should your company focus on? Google, Glassdoor, Facebook, Indeed?
• What’s better - a 5.0 or a 4.7-star rating?
• What you need to know about the FTC crackdown on the practice of review gating?
• How to respond and recover from negative online reviews?

Presenters

Eric Gregg, CEO & Founder

With two decades of research experience in B2B professional services, Eric Gregg and his team at ClearlyRated have analyzed more than 6.7 million surveys with the goal of determining what drives success for professional services firms. Eric has served as an adjunct faculty member in Portland State University’s marketing program, and has published numerous articles, business cases, and technical notes in the field of marketing, client loyalty and employee satisfaction. His research and consulting have been featured in articles and as a noted industry speaker.

Nathan Goff, CPO & Co-Founder

Nathan is a software industry veteran with years of experience leading software engineering teams in enterprise software development. He manages the product strategy and development at ClearlyRated. He has a passion for growing technology companies through continuous improvement and a focus on client and employee satisfaction.

Insights from a Decade of Client Response Rate Data

Introducing our newest research report: "Client Survey Response Rate Analysis: Key Takeaways and Discoveries," a deep dive into feedback data and response rate trends by our expert analytics team. We've harnessed ClearlyRated's massive dataset of client NPS® survey responses like never before.

What's in it for you?

Invaluable insights that unravel the secrets to boosting response rates and unlocking richer, more meaningful feedback. 

Our mission? To arm organizations with the tools to supercharge their survey strategies and, in turn, revolutionize their customer experience game.

Get your copy today!

Your firm's online reputation significantly impacts its growth, influencing its ability to attract new clients and even enhance its internal employee staffing efforts by attracting highly skilled professionals.

Looking to ensure your firm has the stellar online reputation it needs for success? This comprehensive playbook provides a step-by-step guide to help you achieve just that.

Here's what you'll discover inside:

• Effectively manage your brand's online presence by leveraging rating sites.
• Establish a streamlined process for promptly responding to all reviews.
• Don't hesitate to request online reviews from your clients.  
• Invest time and effort into enhancing your client experience.
• Shine a spotlight on the valuable feedback you receive.

Get your hands on this essential resource today and take control of your firm's online presence!

Get your copy today!

A world-class experience awaits

Get the recognition you deserve and grow your business with ClearlyRated.

Are you ready to grow?

Your firm's online reputation significantly impacts its growth, influencing its ability to attract new clients and even enhance its internal employee staffing efforts by attracting highly skilled professionals.

Looking to ensure your firm has the stellar online reputation it needs for success? This comprehensive playbook provides a step-by-step guide to help you achieve just that.

Here's what you'll discover inside:

• Effectively manage your brand's online presence by leveraging rating sites.
• Establish a streamlined process for promptly responding to all reviews.
• Don't hesitate to request online reviews from your clients.  
• Invest time and effort into enhancing your client experience.
• Shine a spotlight on the valuable feedback you receive.

Get your hands on this essential resource today and take control of your firm's online presence!

Get your copy today!

A world-class experience awaits

Get the recognition you deserve and grow your business with ClearlyRated.

Your firm's online reputation significantly impacts its growth, influencing its ability to attract new clients and even enhance its internal employee staffing efforts by attracting highly skilled professionals.

Looking to ensure your firm has the stellar online reputation it needs for success? This comprehensive playbook provides a step-by-step guide to help you achieve just that.

Here's what you'll discover inside:

• How to effectively manage your brand's online presence by leveraging rating sites.
• How to establish a streamlined process for promptly responding to all reviews.
• How to request online reviews from your clients.  
• Why invest time and effort into enhancing your client experience?

Get your hands on this essential resource today and take control of your firm's online presence!

Get your copy today!

A world-class experience awaits

Get the recognition you deserve and grow your business with ClearlyRated.

B2B service providers place significant reliance on client satisfaction and service quality to both retain their clientele and stand out in a competitive landscape. Particularly during economic downturns and industry challenges, the significance of service quality and client satisfaction becomes even more pronounced in determining business success. This partially explains the widespread prioritization of customer experience (CX) by business leaders across various sectors in 2023.To gain a comprehensive understanding of your service's performance year after year, it is imperative to employ a feedback tool that not only collects valuable insights but also simplifies tracking. Moreover, you need a metric that facilitates straightforward comparison with your competitors' performance. This is where the Net Promoter Score® (NPS®) comes into play—a metric that gauges service quality and customer satisfaction. It stands as a leading indicator of revenue retention, growth prospects, and brand distinctiveness.

What is NPS?

Your NPS starts with a single survey question that asks clients how likely they are to recommend your firm to a friend or colleague. The most forward-thinking firms are also asking their employees, hoping to boost their employee experience (EX) too. Responses land on a scale of 0–10, ten being extremely likely and zero being not at all likely. From there, people have the option to offer more specific feedback.To calculate NPS, we subtract the % of detractors (those who respond with a 6 or lower) from the % of promoters (those who respond with 9 or 10).

Why is NPS Uniquely Useful?

NPS offers a standardized measurement to track and report on client satisfaction and service quality—one that can be applied across every level, from the industry as a whole to the brand-level. Each company can also drill down within their organization, including by lines of business, department or account manager. This means that you can compare your firm to others while also pinpointing the shining stars and any areas to improve within your organization. Learn more about how NPS can help drive business growth.

B2B Services NPS in 2023

ClearlyRated’s Annual Survey Benchmark Study includes an industry focus on General B2B Services NPS. In 2023, the B2B Services industry reported an NPS score of 39%, a decrease of 1 point from 2022 but an increase of 14 points since 2020. Many drivers of client satisfaction, such as thoroughly understanding client needs and taking a proactive approach to service, are also at record highs in the industry.

B2B Services Satisfaction – measured as NPS

Insights on 2023 Ratings

Although the B2B Services industry decreased their NPS in 2023, it is still one of the highest NPSs this industry has seen since 2018. For reference those wider NPS standards only classify organizations as excellent once they’ve earned a 50% NPS. A 70% NPS would classify them as world-class. What does it look like to have a 70%+ NPS? Consider Starbucks and USAA, recognizable service leaders with an NPS of 77% and 75%, respectively. Then compare them to Comcast, a notorious service laggard, whose clients give them a -25% NPS. As firms achieve better service levels, clients’ expectations will rightfully get higher, meaning any firms that don’t keep up are likely to flounder. Click here to learn more about the NPS methodology.This presents a major opportunity for the B2B services industry that capitalizes on their NPS momentum (with the exception of their minor decrease the last couple years), continuing to improve their customer satisfaction and service. Firms that manage to deliver an outstanding CX and earn a high NPS as a result will more easily outshine their competition. Get tips on how to improve your CX based on customer feedback.

How does your service stack up?

The extent to which your firm feels the effects of a slowing economy may depend on the quality of your CX. An NPS survey program can help you measure, track and improve both.If you’re not already leveraging NPS at your firm, we hope you consider this article a call-to-action. Not only do client satisfaction and service quality represent opportunities to differentiate in an increasingly commodified service industry, they are fuel for firm growth. Remember the adage: “You can’t manage what you don’t measure” – and you certainly won’t be able to improve it either. Up against a reluctant firm culture? Get some tips on how to overcome common objections to survey programs to help build buy-in and get started.

Next steps

• Ready to get started with NPS? Contact the ClearlyRated team for insights, best practices, and a tour of our survey platform (designed specifically to support professional services firms).

It is my most sincere honor to share that ClearlyRated has earned the 2020 Top Workplaces designation from the Oregonian. We proudly take our place at number 21 on the list of 45 small Oregon and SW Washington employers honored as Top Workplaces this year.

What This Honor Means This Year

2020 is the second year in a row that ClearlyRated has made the sought after Top Workplaces list. But it’s almost impossible to communicate the full scope of this accomplishment (and what it means to me and the rest of the team) to be recognized in this way, in this year. Our team has somehow, some way, navigated together through the difficulties and perplexities of 2020 while keeping the ClearlyRated company culture intact, and while maintaining an unwavering commitment to one another to show up as best we can, in any given moment, to move our business forward. That endurance, that resilience, that drive, and that compassion are the spirit of this organization, and I believe that they, more than anything, are the qualities that make ClearlyRated a Top Workplace.

What the ClearlyRated Team Has Accomplished in 2020

I have asked so much of the ClearlyRated team this year. Like many organizations, we pushed hard to innovate and make ourselves “essential” to the businesses that we serve. We launched additional features for our clients, we launched new product lines to more comprehensively serve our target industries, we launched real-time research projects to track business and professional sentiment at the outset of COVID-19. We did this all while navigating frozen budgets, while trying to build around the loss of reliable channels for business development, while keenly and meticulously tracking our micro goals and financial outcomes, and while completely reimagining and rebuilding the nuts and bolts of just how we work together to get business done. But wait, that’s not all. Our team moved their work into their homes, where their children also live and play and, now, attend school. The parents (and the partners of parents) working at ClearlyRated have taught me about the depths of the human capacity for resilience, for tenderness, and for vulnerability as we have all stumbled to understand how to make space for full-time parenting, full-time teaching, and full-time work. Much of the ClearlyRated team was affected by the massive wildfires that have burned millions of acres of our western states. Each member of the team found ways to continue to get work done while surviving the worst air quality in the world, while responding to calls for evacuation, and while mourning with friends and loved ones who lost their homes to fire. We are so grateful to report that the ClearlyRated team is safe and back at home, but we grieve with the rest of Oregon and the Western United States the loss of wilderness, property, and human life that has been caused by these fires. Being based in Portland, Oregon, the ClearlyRated team has also experienced (in many cases first-hand) the 4+ months of protests that have brought national attention to our city, and that show no signs of slowing down, as national calls for racial justice and reform echo throughout our society. As an organization, we’re moving through an internal reckoning about just how to address and dismantle systemic racism and systemic oppression from within. I expect this will be an ongoing, lifelong project with no real end. We’re prepared for that. We’re also asking questions about how we can make an impact as an organization outside of our four walls. In our 2020 State of the Staffing Professional research project with CareerBuilder and the American Staffing Association, we added new questions to address employee perceptions and experience through a diversity, equity, and inclusion (DEI) lens. When building our latest product offering, an employee satisfaction survey, we made the decision to add in questions specifically designed to help business owners assess their organizational performance as it relates to DEI. As an organization, we are committing energy and resources towards helping our business partners “lean in” to conversations about (and commitments to) anti-racism and anti-oppression.

ClearlyRated, Let’s Raise a Glass

2020 has been a monster of a year for everyone, and we at ClearlyRated no doubt have many privileges that have empowered us to move through the past 8 months with more support and more confidence than many of our fellow humans. And…looking back on this year, I am in awe of the depths of resilience of this team, and I am so proud of what we have accomplished together. While it’s our second year to win a Top Workplaces nod, this one feels different. On behalf of the entire leadership team at ClearlyRated, I want to thank the dedicated and compassionate people who make this business work. You all are amazing. Let’s go get 2021.