CX Knowledge from Practice: NPS, CSAT and Customer Satisfaction in B2B Companies
Articles, guides, and cases built on years of experience with Nordic B2B companies. In short, not theory - practice.
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View all![How to Deliver Great Customer Service: Principles and Practice for B2B [2026]](/img/knowledge/customer-service.svg)
How to Deliver Great Customer Service: Principles and Practice for B2B [2026]
How do you deliver great customer service in B2B? The core principles, from First Contact Resolution to low effort, and how to measure service with CSAT and CES.
![What Is a Good Customer Experience? The Key Drivers in B2B [2026]](/img/knowledge/good-cx.svg)
What Is a Good Customer Experience? The Key Drivers in B2B [2026]
What is a good customer experience in B2B? A concrete definition, the six drivers that determine it, and a model for building and measuring it systematically.
![How to Build Customer Loyalty: Strategies That Drive Loyal B2B Customers [2026]](/img/knowledge/customer-loyalty.svg)
How to Build Customer Loyalty: Strategies That Drive Loyal B2B Customers [2026]
How do you build customer loyalty in B2B? The difference between satisfaction and loyalty, the real drivers, and the concrete moves that turn accounts into advocates.
![How to Measure Customer Satisfaction: Methods, Metrics and Best Practice [2026]](/img/knowledge/measure-satisfaction.svg)
How to Measure Customer Satisfaction: Methods, Metrics and Best Practice [2026]
How do you measure customer satisfaction in practice? The methods, the three metrics, the right cadence, and the pitfalls that make measurement useless.
Meet Anders Christiansen: Board Chair with 30 Years of Software Experience Across Denmark, the US and the UK
Anders Christiansen is the board chair of SurveyGauge. He has built software companies in three countries, served as CEO and exited businesses. Here he talks about his role, why real-time CX is a turning point and where SurveyGauge is heading.
Featured Customer Cases
View allAutorola Group: Voice of Customer Across 3 Business Units in 19 Countries
Peter Grøftehauge asked his leadership team one question: Can you tell me if our customers are satisfied? Surprisingly, the answer was no. That's how a VoC programme across 3 units and 19 countries began.
IT-Effect: Systematic Customer Satisfaction in a Project-Based ERP World
IT-Effect only discovered unhappy customers when they were already heading for the exit. In an industry built on relationships and referrals, consequently, that was a strategic risk they couldn't afford.
Documented Results with SurveyGauge
Popular Guides
View allHow to Do a Customer Analysis: Step-by-Step Guide [2026]
How do you do a customer analysis in practice? A step-by-step guide to data sources, quantitative and qualitative analysis, segmentation, and turning insight into action.
How to Use CX Benchmark Data to Strengthen Your Strategy: A 6-Step Guide
Specifically, a practical, step-by-step guide to turning global CX benchmark data into concrete improvements in your company's CX programme.
NPS Survey Templates: 10 Tested Question Formulations
The standard NPS question works. However, tailoring the wording to context lifts response rates by 10-20%. Ten ready-to-use templates, each with segment-specific follow-ups.
Analyzing Open-Ended Responses: From Free Text to Actionable Insight
Most organisations collect open-ended feedback but never extract real value from it. Therefore, here is the approach we recommend for turning free text into prioritised, actionable insight.
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