Here’s a concise, practical playbook BP Plastics can use to measure, track, and improve client satisfaction — ready to implement.

1. Define goals and KPIs

• Primary KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES).
• Secondary KPIs: On-time delivery rate, defect/return rate, response time to inquiries, contract renewal rate, average resolution time for complaints, customer lifetime value (CLV).
• Target examples (adjust to current baseline): NPS ≥ 30, CSAT ≥ 90%, On-time delivery ≥ 98%, Return rate ≤ 1%.

2. Measurement program

• NPS: “How likely are you to recommend BP Plastics to a colleague or supplier?” (0–10 scale). Ask quarterly or after contract milestones.
• CSAT: Short immediate surveys after key touchpoints (order delivery, project close) — “How satisfied are you with the recent delivery/service?” (1–5 or 1–10).
• CES: After customer support interactions: “How easy was it to get your issue resolved?” (1–7).
• Operational metrics: Track automatically from ERP/MRP and CRM systems (delivery, defects, response times).
• Sample cadence: transactional CSAT after deliveries (within 24–48h), NPS quarterly or semiannually, account health reviews monthly.

3. Survey design (short, actionable)

• Transactional CSAT (single question + optional comment): “How satisfied were you with your most recent shipment?” (1–5) + “What went well / what can we improve?”
• NPS + follow-ups: NPS numeric question; follow-up: “What’s the primary reason for your score?” and “What could we do to earn a 10?”
• Include product-specific quick checks for quality, packaging, lead time, communication.

4. Data collection & tooling

• Use integrated tools: CRM (Salesforce/HubSpot), support ticketing (Zendesk/Freshdesk), and survey platforms that integrate (Delighted, SurveyMonkey, Qualtrics).
• Automate triggers: e.g., when an order status changes to Delivered → send CSAT; when a support ticket closes → send CES.
• Central dashboard: combine survey scores + operational KPIs in Power BI / Tableau or CRM dashboards for weekly/monthly review.

5. Analysis & segmentation

• Segment results by customer tier (A/B/C), industry, product line, geography, and account manager.
• Track trends and root causes: correlate CSAT dips with late deliveries, increased defects, or specific plants/shifts.
• Identify at-risk accounts with low NPS + high defect/late rates.

6. Closing the loop — operationalize improvements

• Immediate responses: Any score below threshold (e.g., CSAT ≤ 3 or Detractor NPS 0–6) triggers a “fast response” workflow: account manager contacts customer within 48 hours, logs issue, and assigns corrective actions.
• 30/60/90-day action plans for top accounts: corrective actions, timeline, owner, and follow-up survey to check improvement.
• Quality improvement: implement corrective action reports (CARs) for defects; use root-cause analysis (5 Whys, fishbone) and update SOPs.
• Supply chain & production fixes: prioritize process changes where data shows systemic issues (packaging, labeling, lead times).

7. Governance & accountability

• Assign ownership: Head of Customer Experience or VP Commercial owns scorecard; plant managers and account managers own operational metrics.
• Weekly CX huddle to review critical issues; monthly executive review of trend KPIs.
• Tie incentives: include NPS/CSAT or on-time delivery improvement goals in account manager/plant KPI compensation plans.

8. Customer engagement & voice

• Quarterly business reviews (QBRs) with strategic customers using performance scorecards (quality, delivery, support, cost).
• Customer advisory board: invite top customers yearly to discuss roadmaps, innovation, and pain points.
• Proactive communication: notify customers early about constraints, lead-time changes, or material shortages and offer mitigation options.

9. Sample survey questions (keep short)

• NPS: “How likely are you to recommend BP Plastics to a colleague or supplier?” (0–10) — Follow-up: “Why did you give that score?”
• CSAT: “How satisfied are you with your most recent order?” (1–5) + “If dissatisfied, what went wrong?”
• CES: “How easy was it to resolve your issue with BP Plastics?” (1–7)
• Quality-specific: “Was the product quality acceptable?” (Yes/No) + comment field.
• Delivery-specific: “Was the shipment delivered on time and complete?” (Yes/No) + comment.

10. Quick wins to improve satisfaction now

• Improve on-time delivery with buffer slots for critical customers and better forecasting collaboration (VMI/consignment where feasible).
• Standardize packaging/labeling to reduce handling errors.
• Faster acknowledgment and clearer order confirmations (within 24 hours).
• Empower customer service with escalation rules and spare-parts/priority lanes.
• Proactively share production schedules and lead-time visibility with customers.

11. Long-term initiatives

• Digital portal: customer portal for order tracking, invoices, and returns to reduce effort and increase transparency.
• Predictive analytics: forecast delays/quality issues using production and supplier telemetry.
• Continuous improvement culture: Kaizen/Lean initiatives in plants to reduce variability and defects.

12. Reporting & targets to share with leadership

• Monthly dashboard: NPS trend, CSAT by segment, on-time delivery, defect rate, top 5 customer complaints, and status of corrective actions.
• Quarterly executive summary: customer wins, lost deals with reasons, improvement initiatives, and ROI of CX investments.

Conclusion — implementation roadmap (first 90 days)

• Days 0–30: baseline measurement (send initial NPS + collect 30 days of CSAT), set KPIs, assign owners, create dashboard.
• Days 30–60: automate transactional surveys, define escalation workflows, run root-cause analysis on top issues.
• Days 60–90: launch customer portal pilot or enhanced communications for strategic accounts, start monthly CX reviews and QBR scheduling.

If you want, I can:

• Draft short CSAT and NPS survey templates tailored to BP Plastics products (samples ready to paste), or
• Create a one-page KPI dashboard layout you can implement in Power BI/Excel.

Which of those would be most helpful?