Framework for Customer Segmentation Survey

Judith Taan

Hello everyone,

My name is Judy and have been lurking here for a bit.

It's been almost a month since we formed a Customer Success Operations team in our company and I am thrilled to discover this great community. It has been an eye-opener to read through the posts and I've gleaned valuable information. I'm writing to find out your thoughts about how to approach preparing questions for our Customer Segmentation Survey.

A little background on our company - we provide apps for companies in the building and construction industry to manage their site processes. We offer different solutions on a single platform and we want to create customer personas through the survey and also find out what our strengths/potential opportunities are. We plan to survey for the top 20% clients and the bottom 20% clients (in terms of adoption) to form the customer personas and from there create customer profiles with desired experiences.  I was thinking of asking questions related to their user experience in terms of product and engagement with our Implementation/Customer Success Teams. 

Have any of you done a similar exercise before? Do you have any suggestions on the survey framework and questions we should ask? Will you be able to share a template that has worked for your organisation - any ideas and resources will be amazing!

Thank you!