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⸺ CUSTOMER & CHANNEL INTELLIGENCE
Know What Your Customers
Truly Think — and Act on It.
Customer & Channel Intelligence for Indian Manufacturers
Most businesses assume they know their customers. Our Customer & Channel Intelligence service uses structured customer satisfaction surveys to reveal the gaps, risks, and opportunities that gut instinct misses — giving your leadership the clarity to act before you lose business.
18+
YEARS CONDUCTING CSS RESEARCH
35+
INDUSTRIES RESEARCHED
90+
CLIENTS RETURN FOR ANNUAL SURVEYS
100K+
RESPONDENTS INTERVIEWED
⸺ THE CHALLENGE
Your Customers Have Opinions.
Do You Know What They Are?
In competitive B2B markets, customers rarely complain before they leave. They quietly shift business to a competitor — and you only find out when the contract isn't renewed.
BPMBC's Customer & Channel Intelligence create a structured, confidential channel for your customers to speak honestly. We design, deploy, and analyse each study with rigorous methodology — then translate the data into prioritised, actionable recommendations.
⚠️ Are you losing repeat business without understanding why?
⚠️ Do your customers feel their concerns aren't heard?
⚠️ Are you measuring satisfaction or just assuming it?
✓ BPMBC gives you verified data — not assumptions.
Scope & Design
We align on objectives, define customer segments, and design a validated questionnaire.
01
Sampling
Stratified sampling ensures representation across all key customer tiers and segments.
A Rigorous 5-Step Methodology
05
Every survey is custom-designed for your industry, stakeholder profile, and strategic objectives.
⸺ OUR APPROACH
Field Research
Structured interviews — telephonic, face-to-face, or digital — conducted by trained researchers.
04
Analysis
Statistical analysis including BPMBC Z Score, gap analysis, and driver identification.
03
Reporting
Executive report with prioritised recommendations, benchmarks, and action roadmap.
02
⸺ MEASUREMENT DIMENSIONS
What We Measure
01
Overall Satisfaction Score
Baseline satisfaction rating across the full customer experience — BPMBC Z Score framework applied.
We assess every dimension of the customer relationship — from product quality to relationship trust.
02
Product / Service Quality
Detailed assessment of product conformance, consistency, and technical performance.
03
Delivery & Reliability
On-time delivery rates, logistics responsiveness, and supply chain predictability.
04
Relationship & Trust
Relationship quality, ease of working with your team, and long-term partnership intent.
05
Responsiveness & Support
Speed and quality of complaint resolution, technical support, and after-sales service.
06
Value For Money
Perceived price-quality ratio, commercial fairness, and competitive positioning.
07
Net Promoter Score
Net Promoter Score (NPS), repeat purchase intent, and willingness to recommend.
08
Benchmarking Vs Competitors
How customers rate your performance relative to alternative suppliers in the market.
09
Voice of Customers (VoC)
Qualitative insights — unmet needs, improvement suggestions, and growth opportunities.
Research Deliverables
⸺ WHAT YOU RECEIVE
Everything you need to act — not just read.
Executive Summary Report
Board-ready summary of key findings, satisfaction scores, and top-3 priority areas for action.
Detailed Data Analysis
Full statistical output including segment-wise breakdowns, driver analysis, and trend lines.
BPMBC ZQ Score Dashboard
Proprietary scoring framework mapping customers into Delighted, Satisfied, and Dissatisfied zones.
Action Roadmap
Prioritised improvement recommendations mapped to effort vs. impact — ready for your leadership team.
Benchmark Comparison
Industry and competitor benchmarks to contextualise your performance and identify gaps.
Presentation to Leadership
Optional in-person or virtual debrief session with your senior team to discuss findings and next steps.
⸺ WHY CHOOSE BPMBC
We Don't Just Collect Data.
We Drive Change.
Our surveys are designed to produce decisions, not just reports.
Deep B2B & Industrial Expertise
17+ years exclusively in B2B — we understand industrial customer relationships, not just consumer sentiment.
Independent & Confidential
Customers speak more honestly to an independent researcher. Our neutrality unlocks candid feedback your team can't get directly.
Validated Methodology
Structured questionnaires, proven sampling frameworks, and rigorous statistical analysis — no guesswork.
Pan-India Field Capability
Trained field researchers across India ensure authentic, locally relevant interviews — not just online forms.
Automotive & Auto Components
Industrial Manufacturing
Chemicals & Specialty Materials
Engineering & Capital Goods
FMCG & Consumer Goods
Industries We Serve
Defence & Aerospace
Financial Services (B2B)
⸺ SECTOR EXPERIENCE
Logistics & Supply Chain
IT & Technology Services
Retail & Distribution
Energy & Utilities
Pharmaceutical & Healthcare
Government & Public Sector
Infrastructure & Construction
⸺ ENGAGEMENT PROCESS
How We Work
With You
Frequently asked questions about our Customer & Channel Intelligence engagement.
A typical Customer Satisfaction Survey engagement — from briefing to final report — takes 6 to 10 weeks, depending on the sample size, number of customer segments, and geographic spread.
Yes. BPMBC has trained field researchers across India — enabling in-person and telephonic interviews with your customers wherever they are located.
Research consistently shows customers are significantly more candid with an independent third-party researcher than with the supplier's own team. Our neutrality is a core part of what makes the data actionable.
We recommend a minimum of 50–100 completed interviews for statistically meaningful results. For larger customer bases, we apply stratified sampling to ensure segment representation.
Yes. Our surveys include competitive benchmarking questions that reveal how customers rate your performance relative to alternative suppliers — a critical input for pricing and positioning decisions.
Absolutely. 85% of our CSS clients commission annual or bi-annual tracker studies to monitor satisfaction trends, measure the impact of improvement initiatives, and identify emerging risks.
"
BPMBC's Customer & Channel Intelligence revealed that our on-time delivery perception was far worse than our actual data showed. The gap was in communication, not performance — and fixing that transformed our customer relationships.
GENERAL MANAGER, SALES & MARKETING — INDUSTRIAL EQUIPMENT MANUFACTURER, PUNE
Ready to hear what your customers really think?