What 36,000+ B2B Customer Comments Reveal About CX Performance in Your Industry
Nine quarters of NPS and satisfaction trend data across construction, agriculture, material handling, commercial truck & bus, and industrial service — with actionable insights on what's driving loyalty and what's quietly eroding it.
Get the Free Report
Enter your name and email to download the full report instantly.
We respect your privacy. No spam, ever.
Key Findings You'll Walk Away With
Communication Is Both the Biggest Strength and the Biggest Failure
Communication appears in the "Went Well" column at 90% NPS — and in the "Could Be Better" column at 6% NPS. In one segment, it collapses to -100% NPS among complainants. It's a systems issue, not a one-off.
One Segment Has Lost 10.6 NPS Points Since 2024
Industrial Service has seen the steepest decline in the dataset — from 84.0% in Q1 2024 to 73.4% in Q1 2026. The report reveals which specific drivers are behind the drop and what's driving the divergence from other segments.
Pricing Complaints Are Noise, Not a Loyalty Risk
Pricing is the #1 complaint by volume — 8,627 responses — but customers who flag it still show 61.5% NPS. They're expressing concern, not leaving. The report explains the distinction and what to do about it.
Overall Satisfaction Predicts NPS — With a 12-Quarter Lag
The correlation between OSAT and NPS grows from 0.44 with no lag to 0.79 at 12 quarters. What your customers feel today shows up in their likelihood to recommend — three years from now. OSAT is your early warning system.
Construction Equipment Has Held 86–87% NPS for 9 Straight Quarters
The most consistent performer in the dataset. The report examines what's driving that stability — and what the other segments can learn from it.
Quality of Service NPS Hits -33% Among Truck & Bus Complainants
The most severe failure mode in the entire dataset. When Truck & Bus customers flag service quality as an issue, the NPS impact is catastrophic. The report identifies the root causes and priority actions.
Built for B2B Industrial Leaders Who Make Decisions on Data
This report is drawn from TDG's proprietary database of 1.5M+ customer interviews collected from equipment dealers, OEMs, and distributors across North America. If you operate in or serve any of these segments, the findings are directly relevant to your business:
- Construction equipment dealers and OEMs
- Agricultural equipment dealers and networks
- Material handling equipment dealers
- Commercial truck and bus dealers
- Industrial service organizations
- Executive teams responsible for CX, service, and retention
"NPS and Overall Satisfaction go hand in hand, though the connection is not always immediate. Overall Satisfaction is an early warning indicator of future NPS direction."— Customer Experience Intelligence Report, 2026
Download the Full Report — Free
23 pages of NPS and satisfaction trend data, driver analysis by segment, and recommended priority actions. No cost. Just your name and email.
Get the Report →