TrueData™ SURVEYS
TrueData™ in Practice: Three B2B Case Studies
Three B2B companies used our TrueData™ programs to move the KPIs that mattered most: churn rate, revenue from existing accounts, and customer advocacy.
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Why We Don’t Name Our Clients
Most of our clients work in tight markets, where competitive intelligence matters. Naming them on this page would tell their competitors more than the clients would want. If you work with us, that protection runs both ways.
Our contracts also include a clause that keeps us from working with your three to five closest competitors during the engagement. It’s exclusivity you can count on.
The same multi-year structure is what gives you longitudinal data: the same customer base, measured with the same methodology, year after year. It’s how you can tell you are looking at an actual shift in perception, not just quarterly noise.
Three TrueData™ Programs in Detail
Case #1: Midwest Engineering Manufacturer
KPI: Churn rate.
The Situation
Our client, a Midwest engineering manufacturer, was losing customers and finding out too late to save them. Churn was the visible metric. What the company didn’t have was an early warning system feeding it.
Our TrueData™ Approach
We built semi-annual TrueData™ surveys, designed to surface specific dissatisfaction patterns rather than overall sentiment scores. We added questions about competitors and the wider market. Plus, we supplemented the semi-annual program with daily quick surveys at key touchpoints.
The Result
Account teams now see warning signs months ahead of the renewal cycle. That window is long enough to intervene in individual relationships before customers have quietly decided to look elsewhere. Churn rate dropped by 12%.
Case #2: Northeast Automation Manufacturer
KPI: Revenue from existing accounts.
The Situation
Our client, a Northeast automation manufacturer, was running Net Promoter surveys and getting feedback, but not insight. The results kept confirming either nothing or what leadership already thought they knew.
Most importantly, none of the questions revealed which products customers wanted or how they wanted to buy. Revenue from existing accounts had plateaued, and none of the execs could say why.
Our TrueData™ Approach
We completely redesigned the survey and launched it as an annual TrueData™ program – with quarterly check-ins. Now we regularly surface unmet product needs and buyers’ preferences, which in turn unlock larger orders.
The Result
Accounts that the sales team had written off as fully tapped became a new source of revenue. Our surveys continually reveal which products customers want in larger quantities. The team has built outreach around those specific gaps. Revenue per existing account has grown by 6% year over year.
Case #3: Pacific Northwest Tool Supply Distributor
KPI: Customer advocacy.
The Situation
Our client, a Pacific Northwest tool supply distributor, was running templated post-interaction surveys that went out after each customer service interaction. The result was inflated five-star scores and no useful information about what to change. Customer advocacy looked strong on paper. The data was too smooth to be real.
Our TrueData™ Approach
Our TrueData™ surveys surfaced specific nuances in interactions and a running list of (mostly small) changes customers wanted. The result was an honest data feed, not inflated satisfaction averages.
The Result
This time, the scores meant something. And so targeted operational changes drove an 8% lift in customer referrals within enterprise corporations.
If churn, revenue, or advocacy matter this year, let’s talk.
What Made These Programs Work
The three programs worked the same way underneath.
We start with the KPI. What does your business need to change? What data would prove it changed? Many surveys skip that step.
We design for specifics, not averages. Five-star scores are easy to give and hard to use. What moves a business is naming a competitor a customer, or surfacing a product that customers wish you sold.
We run programs over quarters and years, not weeks. Real KPIs tend to move slowly. For example, you probably won’t fix churn in a quarter. Retention is a long-term business outcome, so the data has to keep coming in for the picture to hold.
If you’re trying to move a KPI and your current survey isn’t getting you there, let’s talk.
Tempted to AI Your Survey?
The problem is that AI produces leading questions, unbalanced scales, and generic surveys based on templates, not custom solutions. Also problematic, AI can’t validate anonymity, weight responses based on what matters most, or conclusively interpret the nuances of narrative comments.
Interaction Metrics uses AI where it adds value and loses it where it doesn’t. Our analysts provide AI oversight, alignment, and objectivity.
AI may be a shortcut. But it isn’t a shortcut if it leads your company in errant directions.
Frequently Asked Questions
Bring it. We often start by analyzing what you have. Sometimes the audit alone changes how you think about the next survey.
No. We work inside whatever professional platform you already use. If you don’t have one, we’ll deploy on the software platform that fits. We have plenty of software licenses. The methodology matters more than the tool.
Less than you’d expect. We handle the design, the deployment, the outreach, the analysis. Your team’s job is to tell us what decisions the data needs to inform, and then act on what we find.
First findings come back in weeks. Real KPI movement takes longer. Churn rates and advocacy scores don’t shift on a quarterly cycle, which is why our programs run for years. If you just need a one-time read, we can do that. It’s a different project.
Yes. Book a TrueData™ Demo and we’ll walk through anonymized examples from real engagements. The demo is also where we figure out if we’re the right fit. It goes both ways.
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