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In a typical consumer goods business, surveys will be carried out on a quarterly basis. In the Business-to-Business sector, this is not feasible. It takes a few months to complete a survey, particularly if it covers several countries. The report then has to be discussed and an action programme worked out. Actions have to be implemented and customers have to be made aware of, and actually experience, the improvements made - not just once but perhaps a few times. This process may take one to two years. In B2B markets, therefore, we recommend you do a Customer Satisfaction Survey every year or every two years.
The first survery has to be done as soon as the equipment is installed or the service is rendered
Next call has to go in with in the next30 days
after which it has to be perodic at regular intervels depending on the equipmet/ service
Ideally once in a year, it also depends on the size and geographical location of the organization. Though with the help of collecting online data from maximum participants. It requires time and efforts to analyze it, having recommendation and implementing the solutions is time consuming.
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