B2B Vendor Customer Satisfaction Survey
Procurement and vendor management leaders can evaluate supplier performance, compare service consistency, and navigate relationship risks across delivery, support, and account management, so you can strengthen retention, refine pricing, improve positioning, and prioritise customer segments.
CONTEXT & RELEVANCE
Why run this survey now
Most business clients don't lose confidence purely on price. They disengage due to inconsistent delivery, weak issue resolution, unclear value communication, and fragmented account ownership, none of which fully show up in CRM notes or renewal reports.
If you are...
- B2B service providers
- Customer experience leaders
- Key account directors
- Commercial strategy teams
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete vendor relationship journey from selection to renewal and advocacy.
Vendor Selection
- Evaluation criteria & trade-offs
- Shortlisting sources & influences
Onboarding & Setup
- Contract-to-launch transition
- Roles, access & expectations
Delivery Reliability
- Timeliness & specification adherence
- Consistency across locations
Service & Support
- Issue resolution speed
- Support accessibility & ownership
Relationship Management
- Account-team responsiveness
- Strategic guidance & communication
Value & Pricing
- Commercial fairness perceptions
- Outcome visibility & justification
Loyalty & Renewal
- Renewal intent & risks
- Switching triggers & alternatives
Expansion & Advocacy
- Cross-sell readiness
- Referral confidence & conditions
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For B2B Vendor Customer Satisfaction Survey, we recommend a digital-first quantitative approach supported by targeted interviews, with flexible data-collection modes to balance reach, depth, and verification.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the B2B vendor management space.
Enterprise Service Bundle Positioning Across Buyer Segments (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Enterprise Service Bundle Positioning Across Buyer Segments (India)
Managed Services Onboarding Friction & Segmentation Study (Southeast Asia)
Enterprise Service Bundle Positioning Across Buyer Segments (India)
OBJECTIVE
A pan-India technology services provider needed to understand how procurement heads , IT leaders , and finance controllers compared standard support , premium support , and outcome-based packages across value, credibility, and purchase consideration.
WHAT WE DID
We ran a structured online survey with 520 enterprise buyers, balanced by company size, sector, and current provider status, capturing bundle preference , message resonance , price acceptance , switching triggers, and decision authority.
DELIVERED
The engagement produced a buyer preference map , message territories , and pricing corridor , supported by segment-level consideration scores, competitive trade-offs, and channel guidance for procurement-led, technology-led, and finance-led buying groups across India.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between SMB, mid-market and enterprise clients?
How will you measure vendor preference beyond simple ratings?
Will the survey map the full vendor relationship journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our client retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.