Customer experience program
What your customers
What your clients
really think
really think
Satisfaction measurement, NPS, and perceived competitive benchmark for industrial companies. Two formats: PULSE, a recurring barometer, and DIAGNOSTIC, a strategic study.
The starting point
The starting point
The starting point
Your customers know why they stay, why they leave, and what it would take for them to buy more.
Your customers know why they stay, why they leave, and what it would take for them to buy more.
Two programs to capture that information and turn it into decisions.
Two programs to capture that information and turn it into decisions.
Recurring barometer
PULSE
Measure. Alert. Act.
Strategic Study
Diagnosis
Understand. Benchmark. Transform.
Understand. Benchmark. Transform.
Your barometer of perceived performance. PULSE sets up a structured process to collect, analyze, and act on customer feedback. Each wave produces a reliable NPS score, a map of at-risk accounts, and an immediate action plan.
A complete X-ray of your competitive position and customer satisfaction, seen through your customers' eyes. DIAGNOSTIC combines face-to-face qualitative interviews with a structured quantitative survey to reveal what sets you apart, what weakens you, and what your customers really expect.
Scope
Scope
Format
Recurring program
Format
One-time study
Quantitative survey
NPS + 8 key drivers + verbatim comments
Quantitative survey
NPS + 20 drivers + 2 competitors + verbatims comments
Qualitative interviews
No
Qualitative interviews
30 decision-maker interviews (in-person + video)
Competitive benchmark
No
Competitive benchmark
You vs. 2 direct competitors
Coverage
100% active portfolio
Coverage
100% of the active portfolio + strategic prospects
Frequency
Annual (recommended)
Frequency
One-time (every 3–4 years)
What you get
✓
Overall NPS score, by segment, by account size
✓
Analysis of the 8 satisfaction drivers (quality, responsiveness, price, innovation...)
✓
Map of at-risk accounts: detractors identified by name
✓
Verbatim analysis: what your customers say in their own words
✓
Team readout: findings, priorities, action plan
✓
30-day implementation follow-up
What you get
✓
Everything PULSE produces
+
Importance-Performance Analysis (IPA): where to invest first
+
Perceived competitive benchmark: criterion-by-criterion evaluation vs. each competitor
+
Map of value drivers: which criteria influence loyalty and margin
+
Satisfaction × profitability cross-analysis: high-revenue accounts at risk
+
30 interviews transcribed and analyzed: verbatims sorted by theme
+
Interactive dashboard: results by segment, size, geography
+
Executive committee + sales team readouts: two formats, two levels
+
Operational roadmap: quantified action plan with owners and deadlines
Who it is for
A company that wants to structure its customer-listening approach, put a reliable indicator in place, and act quickly on at-risk accounts. A natural entry point for companies that have never run a formal Voice of Customers program.
Who it is for
A company preparing a strategic shift: repositioning, winning a new segment, defending a market under pressure. The study reveals the blind spots, arms the leadership, and gives the sales force an argument grounded in what the customer actually values.
Recurring barometer
PULSE
Measure. Alert. Act.
Your perceived performance barometer. PULSE sets up a structured process for collecting, analysing and acting on customer feedback. Each wave delivers a reliable NPS score, a map of at-risk accounts and an immediate action plan.
Scope
Format
Recurring programme
Quantitative questionnaire
NPS + 8 key drivers + verbatims
Qualitative interviews
No
Competitive benchmark
No
Coverage
100% active portfolio
Recurrence
Annual (recommended)
What you get
✓
Overall NPS score, by segment, by account size
✓
Analysis of the 8 satisfaction drivers (quality, responsiveness, price, innovation...)
✓
Risk account mapping: detractors identified by name
✓
Analysis of verbatims: what your customers say in their own words
✓
Report back to teams: findings, priorities, action plan
✓
30-day implementation review
WHO IS IT FOR
For companies seeking to structure their client feedback process, establish a reliable metric, and act swiftly on at-risk accounts. This is the natural entry point to structured client satisfaction programmes.
Strategic Study
Diagnosis
Understand. Benchmark. Transform.
A complete x-ray of your competitive position and customer satisfaction, seen through your customers’ eyes. DIAGNOSTIC combines face-to-face qualitative interviews with a structured quantitative survey to reveal what sets you apart, what weakens you, and what your customers really expect.
Scope
Format
One-off study
Quantitative questionnaire
NPS + 20 drivers + 2 competitors + verbatim comments
Qualitative interviews
30 interviews with decision-makers (face to face + video)
Competitive benchmark
You versus 2 direct competitors
Coverage
100% active portfolio + strategic prospects
Recurrence
Periodic (every 3–4 years)
What you get
✓
Everything PULSE produces
+
Importance-Performance Matrix (IPA): where to invest first
+
Perceived competitive benchmark: criterion-by-criterion assessment versus each competitor
+
Value drivers map: which criteria influence loyalty and margin
+
Cross-analysis of satisfaction × profitability: high-turnover accounts at risk
+
30 interviews transcribed and analysed: verbatims grouped by theme
+
Interactive dashboard: results by segment, size, geography
+
CODIR and sales team briefings: two formats, two levels
+
Operational roadmap: costed action plan with owners and deadlines
WHO IS IT FOR
For companies preparing a strategic pivot: repositioning, entering a new segment, or defending a market under threat. This study reveals blind spots, equips leadership, and provides sales teams with a value proposition built on what buyers genuinely prioritise. L'ÉCART remains unchanged.
Recommended path
A program built to last
A program built to last
The real value of a VoC program shows over time. The initial diagnostic lays the foundations. The annual barometer measures progress. The long cycle transforms the company's customer culture.
YEAR 1
Diagnostic
Understand your competitive position. Identify the value drivers. Build the action plan. Set the baseline.
→
→
YEAR 2 and 3
Pulse
Track progress year after year. Flag at-risk accounts. Keep the execution pressure up. Demonstrate impact.
→
→
YEAR 4
New Diagnostic
The market has moved, your competitors have evolved. Re-benchmark. Measure the edge created. Readjust the strategy.
EXPERIENCE
A proven global client listening programme
A proven global client listening programme
These programmes are based on seven years of client feedback gathered across a global industrial group. The results below are collective.
These programs are based on seven years of client listening conducted across an international industrial group.
+28 PTS
Group Net Promoter Score rose from 39 to 67 over seven annual waves.
Geographical coverage
Four continents
Languages
Tailored
questionnaires
Respondents
Over seven years
Data analysed
For decisions based on facts.
Response rate
Digital assessment
Antoine Cisek
Let's talk through your challenges and goals
Antoine Cisek
Let's talk through your challenges and goals
Antoine Cisek
Let's talk through your challenges and goals