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Key takeaways

In B2B it is important that you take into account different contacts and users. Not every question is relevant for every type of user.

By sharing feedback internally and with customers, you ensure that the customer experience lives within an organization.

Do not just focus on the numbers, but rather on the answers to open questions.

Developing the ultimate B2B Customer Experience with Pimm Solutions.

Pimm Solutions helps businesses with the smart purchasing of business courtesies, gifts and other items. The company's ultimate goal is to make sure that giving a gift is always fun (and easy).
The company's goal with regard to its customer experience is to elevate the quality of its services to the highest possible level. To do so, it is important to know whether their customers and contract managers are satisfied. And if they are not, what caused their dissatisfaction?

Insocial helps Pimm Solutions measure the following moments: immediately after the implementation has been completed and the gift shop has gone live, a few months after this moment and after customers have contacted Pimm's support department.
For each moment, a unique list of questions has been drawn up that best suits that particular moment and the specific type of user.
We measure the following, among other things:

  • Customer Satisfaction Score (CSAT) + reason
  • Net Promoter Score (NPS)
  • Customer Effort Score (CES)
  • Satisfaction with regard to product range and cost reduction

Would you like to know more? Download the entire success story!

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