CSAT, NPS and Key-Account ProgrammesMeasure satisfaction where it matters most: your key accounts
Relationship and transactional CSAT and NPS, in-depth key-account health interviews, project satisfaction reviews, and a dashboard that tracks actions to closure.
Is this for you?
- A few accounts drive most of your revenue and you have no systematic read on their health.
- Satisfaction surveys produce scores but no action.
- Large projects end without a structured review of how the customer experienced them.
- You want early warning before an account goes out to tender.
What you get
- 01
Relationship and transactional CSAT/NPS
The overall relationship and specific interactions measured on a consistent basis.
- 02
Key-account health interviews
Senior-level conversations with your most important customers, conducted independently.
- 03
Project satisfaction reviews
Structured post-project reviews with the customer's project team.
- 04
Dashboard and action tracking
Results by account and touchpoint, with actions assigned and tracked.
Deliverables
- Programme design and instruments
- Dashboard (online or Excel) with account-level results
- Key-account interview reports
- Action tracker and periodic review
How we work
- Step 01
Design
Accounts, touchpoints, metrics and cadence.
- Step 02
Fieldwork
Surveys and senior interviews conducted independently.
- Step 03
Analyse
Drivers, risks and account-level priorities.
- Step 04
Act
Results reviewed with account owners; actions tracked to closure.
Why IMR for this
Built for B2B and project businesses, where a handful of accounts matter most.
Senior customers speak candidly to an independent interviewer.
The programme is designed around action, not only measurement.
Frequently asked questions
How is this different from a standard NPS tool?
We add independent key-account interviews and project reviews, and we close the loop with action tracking.
Can we run this globally?
Yes, through our offices and partner network.
What cadence is typical?
Relationship surveys annually; transactional and project reviews as events occur.
