ClearlyRated Survey Process
for B2B Service Providers

The only Net Promoter® Score survey package designed specifically for B2B service providers.

Step 1: Register

Whether you're a small company interested in launching your very first client satisfaction survey, or a large B2B services organization looking to amplify the value of an existing survey practice - there's a ClearlyRated survey program designed just for you.

Price your survey program

Step 2: Prepare your clients

Never underestimate the power of preparation.

Notifying your clients about a survey ahead of time gives them the chance to prepare, and increases their likelihood of responding to the survey when they receive it.

Additionally, a pre-survey communication gives your firm the opportunity to remind clients just how much their feedback means to you - which could influence survey results in and of itself (a majority of B2B clients say that simply being asked for feedback improves their perception of the firm they are working with).

How many clients should I survey?

ClearlyRated recommends that you survey as many clients (and client contacts) as possible to gain an accurate idea of your firm's Net Promoter® Score and reputation. Research shows that 2 out of 3 professional service engagements involve a team of decision makers rather than a single individual - so we encourage you to send your survey to as many decision-makers and influencers as you have access to.

Please note: The price of your survey subscription is based on the number of employees at your company - never on the number of surveys you send. We do this to encourage a holistic inquiry into your clients' satisfaction.

To be eligible to participate in the survey program, you must choose at least 3 consecutive months over the past 12 months and provide ClearlyRated with a list of one hundred percent (100%) or a minimum of 500 individual contacts who were billed for services during that time frame. The consecutive period must fall within the trailing twelve months from the survey launch date.

When will clients receive my survey request?

Step 3: Collect feedback

ClearlyRated surveys are typically "in the field" (i.e. open for your clients to respond to) for a period of 2 weeks. During that time, you'll have a lot to keep you (and your team) busy.

Follow up with at-risk clients

Real-time 'Detractor Alerts' notify you of at-risk clients as soon as they report their dissatisfaction.
'Issue Tracking' empowers you to follow up on reported issues and track Detractor resolutions.
Click here to browse our blog posts on service recovery >>

Celebrate service wins

Employee 'Shout Outs' are triggered when Promoters recognize a specific person on your team who went above and beyond for them.
Use real-time Shout Out notifications to recognize service leaders across the firm and fuel excitement for the survey process.

Give non-responsive clients a nudge

Maximize the number of clients who respond to your survey to eliminate blind spots and get the most accurate assessment of satisfaction.
It can require a personal touch to communicate just how important clients' feedback is to you and your firm, so plan to reach out personally while the survey is in the field.

What does the survey look like?

All ClearlyRated client surveys are a standard 8-question survey measuring Net Promoter® Score and its drivers.

Clients are also asked to elaborate on the rating they give your firm, which provides additional context for service resolution and improvement, as well as testimonials from clients who grant you permission to use their feedback publicly.

If you'd like to see an example of a ClearlyRated B2B services client satisfaction survey, please reach out to the ClearlyRated team.

Contact ClearlyRated

What's a good survey response rate?

Step 4: Maximize the ROI of your survey

Many B2B service providers fail to realize the opportunities to go beyond measurement with NPS.

At ClearlyRated, we believe a well-designed NPS survey program should place your firm’s service levels at the center of your marketing strategy - from retention and account growth to differentiation and improving your online search results.

Close the Loop

Make survey results and key findings available to your internal team.
Communicate to your clients about what you learned and what you'll change.
Commit to, and measure progress against, key initiatives that will improve service quality across the firm.

Take action on client feedback

One of the biggest mistakes you can make is spending more time designing and analyzing a client survey than you do taking action on client feedback!
Your clients took time out of their days to communicate their feedback to you - time to do something with it.

Take client ratings and testimonials to the field

B2B clients across industries report that client satisfaction scores and ratings play a significant role in their decision to partner with a provider.
Testimonials are also reported to have a significant influence on their purchase decision.

Manage your ClearlyRated profile

Client survey responses will populate your firm's ClearlyRated listing with real-time star ratings and testimonials.
Take advantage of the time after your survey closes to update your listing and manage your page.
Click here to learn more >>

The time to act is now

A majority of B2B clients say that being asked for feedback improves their perception of their provider.

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