Client Overview
ESDS is a leading provider of cloud solutions, data center services, and managed IT solutions, catering primarily to businesses across various industries. To maintain its competitive edge and better understand the needs of its B2B clients, ESDS aimed to gather comprehensive feedback on its services and product offerings. The client engaged us to conduct a detailed B2B customer feedback survey, along with a product survey.
Our Approach
Survey Objective
The main objectives of the survey were to:
- Assess customer satisfaction with ESDS’s current offerings.
- Identify any gaps in product performance, customer support, or service delivery.
- Gather feedback on potential features and products that could enhance customer experience.
Survey Sample
The survey targeted 100 B2B clients across various industries, including finance, retail, healthcare, and IT services. Clients were segmented based on the size of their business and the specific services/products they used from ESDS (cloud solutions, data center services, etc.).
- Conducted 60 telephonic interviews with key decision-makers from small to medium-sized enterprises (SMEs). These interviews focused on understanding their overall satisfaction with ESDS’s services, including performance, reliability, pricing, and customer support.
- Conducted 40 face-to-face interviews with senior executives and IT managers from large enterprises. These interviews were more detailed, allowing for in-depth discussions on product features, service delivery, and future technology needs.
Impact We Created
- As a result of implementing the survey recommendations, ESDS reported a 15% improvement in customer satisfaction scores within six months, particularly in areas like customer support responsiveness and product performance.
- By introducing customizable cloud solutions and better third-party integration, ESDS saw a 12% increase in revenue from its existing B2B clients within the first year of implementing this product improvement.