The mandate

Conduct a satisfaction survey among customers both for financial and consultation services offered by BDC across Canada for 3 years.

Our solution?

Annual satisfaction survey by telephone among business leaders or head of finance department for Canadian SMEs. 3 waves of data collection were done per year (B2B).

Results!

In addition of establishing  customer satisfaction indicators per branch, region, province, with a national comparative by services offered (financial or consultation), BDC gained a better understanding of their competition and extended their consulting services offer for SMEs.