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. Not theory - practice.
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View all![eNPS and Customer Experience: Why Employee Loyalty Sets the Ceiling on Your CX [2026]](/img/knowledge/enps-and-customer-experience.svg)
eNPS and Customer Experience: Why Employee Loyalty Sets the Ceiling on Your CX [2026]
In B2B, a handful of named account managers and support engineers are the relationship. Their engagement sets a ceiling on the experience your customers can have. eNPS is the cheapest early warning for that ceiling, if you stop reading it as a company-wide vanity number.
![The CX Maturity Model: How Mature Is Your CX Organisation? [2026]](/img/knowledge/cx-maturity-model.svg)
The CX Maturity Model: How Mature Is Your CX Organisation? [2026]
Most B2B companies place themselves two levels higher on the CX maturity ladder than their customers would. Here is a five-level model with a self-diagnosis, so you know where you actually stand and what the next level requires.
Account-Based CX: Run Your Feedback Programme on the Accounts That Pay the Bills
In most B2B companies a small share of accounts carries most of the revenue, yet every account gets the same survey and the same weight in the score. Account-based CX fixes that mismatch: weight feedback by account value, survey the whole buying group, and tier your follow-up.
Detractor Recovery: The Playbook for Saving Unhappy B2B Accounts
A detractor is not a lost account. It is the most recoverable revenue you have, but only if you treat recovery as a process with deadlines and owners, not a goodwill gesture. Here is the playbook.
![GDPR and Customer Feedback in B2B: What You Can Actually Collect [2026]](/img/knowledge/gdpr-customer-feedback.svg)
GDPR and Customer Feedback in B2B: What You Can Actually Collect [2026]
You do not need consent to run a satisfaction survey. You need the right legal basis, disciplined data minimisation, and feedback data you can actually export. Here is what GDPR and the EU Data Act require in practice.
![The B2B Onboarding Survey: Design One That Predicts Churn [2026]](/img/knowledge/b2b-onboarding-survey.svg)
The B2B Onboarding Survey: Design One That Predicts Churn [2026]
Most onboarding surveys measure whether the customer finished your setup steps. That is the wrong question. Here is how to design a B2B onboarding survey that measures effort and value, and surfaces churn risk while you can still do something about it.
Featured Customer Cases
View allFH Group: One CX Baseline Across Three Brands - With Service Agreements at the Centre
Three brands, four webshops and a service business where the recurring revenue lives. FH Group had never measured customer satisfaction across the business - the baseline delivered one comparable picture, an NPS of +37 and a prioritised action plan from day one.
Vejle Administration: Systematic Customer Dialogue in a Business With 20 Key Clients
When the entire business rests on some 20 client companies, one cancellation is not a percentage - it is an earthquake. How Vejle Administration systematised its entire customer dialogue and caught churn signals before they became cancellations.
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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