TrueData™ SURVEYS
Our B2B Survey Process
With us, every step of your B2B customer survey is planned deliberately and with care.
B2B Survey Experts + Third-Party Objectivity + Software Included
We bring certified analysts (CCXP) and proven methods. And, you’ll have no licensing costs, no learning curve.
Survey Process Specifics
Most survey vendors describe their process in generalities. We like to be more specific.
You want you to know what happens, in what order, and what you’ll get at each step.
Phase A designs and deploys the survey. Phase B analyzes and presents the findings. We also offer options, for instance consulting before the project begins to align on strategy, and a separate Phase C where we help you close the loop through Answer and Act.
| Old Mindset | New Mindset |
|---|---|
| Survey when something breaks | Measure on a schedule |
| Change the questions each round | Hold the questions steady |
| Compare against nothing | Compare against your own trend |
Projects and Programs
A project is one survey taken end to end; It’s okay, but its a little bit of the old mindset.
On the other hand, a program runs continuously, and it’s a new, better mindset. Here’s why. Nobody goes to the gym once and expects to get in shape. You go, you go back, and you go back again. A customer feedback program works the same way, and it’s how customer experience actually improves.
Phase A: Design and Deploy
Seven steps. Five to six weeks, set by how fast your team turns around approvals.
| Step | Aspect | What Happens | Deliverables |
|---|---|---|---|
| 1 | Questions & approach | We discuss your team’s survey goals and walk through the pros and cons of different question types. Then we recommend the questions that will produce the most objective, actionable data. We don’t move past this step until you’re 100% satisfied. | We submit the questions, with logic gating, for your approval. |
| 2 | Survey build | The survey goes into the platform with answer formats set, and you get a generic link to review it live. Format changes are welcome here, though most clients request only minor edits. | The survey URL for your approval. |
| 3 | List preparation | We prepare the database, format names, and finalize upload requirements so the survey and campaign are personalized. We map the survey to your data so you can preview how invitations will appear. | Custom URLs for testing and your approval. |
| 4 | Email campaign | We write the campaign: an initial invitation plus four reminders, five emails across two and a half weeks. A customer who completes the survey stops receiving reminders. This step is where response rates are won. We get the highest response rates in the industry, typically up to five times higher than in-house campaigns. We also advise a pre-email a day or two ahead, from someone your customers know inside your company. | The email campaign for your approval. |
| 5 | Launch | We send to about 10% of your audience first and watch the early response pattern. If something needs adjusting, this is where we catch it. | Your survey is in the field. |
| 6 | Portal | You get a portal with access to your data as it arrives. | A live portal within hours of launch. |
| In the field: 2.5 to 3 weeks | While the survey is out, we monitor response rates and keep you posted on where results stand. | ||
| 7 | Data review | Within three business days of the survey closing, we meet with your team to summarize the data and walk you through the data cuts and segments we propose for Phase B. | A complete clean data file, with a client review . |
Option: Incentive Management
We manage and send incentives on your behalf. A customer who answers is giving you something valuable, and offering something back lifts response rates in exactly the accounts you most need to hear from.
Phase B: Analyze and Find
Three steps. Steps 1 and 2 are produced first, then presented together in Step 3.
| Step | Aspect | What Happens | Deliverables |
|---|---|---|---|
| 1 | Metrics | Metrics for every question, plus overall scores, crosstabs, and correlations. We get as granular as the data supports, because averages hide the operational problems you needed the survey to surface. | An Excel workbook with the metrics, plus a Topic Intensity report if the text analysis option is chosen. |
| Option: Text analysis | We apply social science tagging methodologies to probe your open-ended comments and surface what customers are telling you at scale. | A Comments Topic Intensity report. | |
| 2 | Findings deck | We build the deck: charts, graphs, and other visuals showing how each question was answered in aggregate and by segment, with customer comments woven in so the scores have shape and context rather than sitting there as numbers. | The deck that brings your findings to life. |
| 3 | Presentation | We present the Insights Findings Report to as large a team as you want in the room. We answer methodology questions, put your results in context against other B2B companies, and work through what the takeaways mean for your business. | A presentation for as many team members as you’d like, plus a walkthrough of the associated Excel files. |
The Quality Checks and Steps You Don’t See
What you’ve read is the high-level version. Behind these are hundreds more micro-steps, each with a check at the handoff, because a survey fails in small places long before it fails in obvious ones. Bad data doesn’t announce itself. It looks like clean data until a decision built on it goes wrong. If you’d like to see our entire QA checks and steps, just ask; we’re happy to share.
Option: Survey Consulting
Phase A assumes your team already knows what the survey is for and whose answers matter. When that groundwork hasn’t happened, consulting comes first. It’s a separate engagement, scoped in hours, that settles the objectives before anyone writes a question. Our survey consulting page covers how it works.
Option: Answer and Act
Some clients work with us to close the loop; others handle it internally. Either way, action is the point. A survey that changes nothing costs more than never asking, because customers who give feedback and watch nothing happen trust you less than customers who were never surveyed.
What You’ll Sign
A project agreement is a short document. It states the scope and the fee in plain language, and it’s binding without being buried in legalese. Most clients sign one without involving their legal team.
Program agreements carry more formality, since they cover a defined period and a longitudinal study often extending over several years.
A good customer survey isn’t one click. It’s dozens of steps.
We handle them all.
Let’s streamline your survey and give you data you can trust.
Trusted by Companies Like Yours
Let’s Build the Right Survey for You!
Stop settling for surveys that fall short. Let’s build a survey that gives you honest answers, drives action, and accelerates growth.
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