G2

Karina W.

Customer Experience & Voice‑of‑Customer Program Lead

Information Technology and Services

Mid-Market (51-1000 emp.)

10/6/2026

Business partner of the seller or seller's competitor, not included in G2 scores.

"AI Composer and Segmentation Streamline Our CCPA-Compliant Voice-of-Customer Program"

5/5

What do you like best about Klaviyo?

I’m Karina Walsh, Customer Experience & Voice-of-Customer Program Lead at Gulf Coast Industrial Component Partners, a 114-person B2B industrial component distributor in Tampa, Florida. I manage our VoC program with CreateSurvey to collect NPS, CSAT and renewal-risk feedback, and I use Klaviyo to distribute post-purchase surveys, automate customer nurture communications, and segment audiences for our customer feedback cycles. I oversee respondent consent, PII retention and opt-out controls to maintain CCPA compliance for all US customer feedback data.

My favorite feature is Klaviyo’s built-in AI Composer paired with its centralized sidebar navigation, which cuts roughly 6 hours each week spent drafting survey invitation emails, building customer audience segments, and auditing our automated feedback flows. The left-hand menu neatly organizes Composer, Campaigns, Flows, Audience, Analytics and Integrations, so I can jump between building survey outreach, reviewing customer profile data and checking send performance without switching to separate admin dashboards. The AI Composer panel on the right lets me draft survey invite copy, build targeted customer segments, and audit existing flow logic using natural language prompts, so I no longer need to jump to external AI tools to write B2B customer messaging. This unified workspace speeds up my quarterly VoC campaign setup significantly.

The Audience and Flows modules are my daily workhorses for our customer feedback program. I build dynamic segments to target customers based on order date, product type and account renewal status, so I only send post-purchase surveys to relevant contacts. I connect Klaviyo to CreateSurvey via Zapier webhooks; once a customer completes a purchase, Klaviyo automatically triggers a timed survey invitation email. When respondents submit feedback through CreateSurvey, webhooks push those NPS and CSAT scores back into Klaviyo customer profiles. I can then segment at-risk accounts with low satisfaction scores and trigger follow-up outreach for our customer success team. Klaviyo’s profile-level consent tracking also keeps opt-in and opt-out status attached to each contact, which is critical for CCPA compliance when sending survey communications to our US customer base.

An unexpected benefit I’ve discovered is how Klaviyo’s campaign activity logs simplify my VoC compliance reviews. Every survey send, open and unsubscribe event is tied to individual customer profiles, so I can quickly pull evidence to validate how we are using customer PII for feedback collection. Last quarter, we ran our largest annual NPS survey cycle. I used Composer to generate multiple email variants for different customer segments and tested messaging for new buyers vs long-term accounts. The platform’s built-in unsubscribe and preference center also removes manual opt-out management work, ensuring customers can easily opt out of survey communications as required under CCPA. I also use the analytics dashboard to track survey open rates and response volume, so I can adjust send timing to boost feedback response rates.

Suggestions for the product team: Build native integration with CreateSurvey to sync survey responses and respondent consent data without Zapier webhooks. Add granular role permissions so contract stakeholders cannot export full customer contact lists containing PII. Expand audit logging to capture segment edits and survey campaign sends for CCPA evidence reviews. Add B2B industrial customer survey templates for post-order NPS and renewal-risk outreach. Improve duplicate profile matching to reduce redundant customer records when syncing VoC data. Overall, Klaviyo’s AI Composer, powerful audience segmentation and consent tracking streamline our end-to-end Voice-of-Customer program and help me manage customer feedback data within CCPA guidelines for our B2B industrial component business. Review collected by and hosted on G2.com.

What do you dislike about Klaviyo?

I’m Karina Walsh, Customer Experience & Voice-of-Customer Program Lead at Gulf Coast Industrial Component Partners, a 114-person B2B industrial component distributor in Tampa, Florida. I run our VoC program using CreateSurvey for NPS, CSAT and renewal-risk surveys, and I use Klaviyo to send survey invitations, automate customer nurture emails and segment audiences. My core responsibility is managing respondent consent, PII retention and opt-out workflows to uphold CCPA requirements for all US customer feedback data.

The biggest pain point is there is no native CreateSurvey integration. All survey trigger events and response data must pass through Zapier webhooks, and these webhook failures happen silently without in-platform alerts. Last quarter, during our annual NPS collection cycle, our Zap connection broke and stopped pushing completed survey responses from CreateSurvey into Klaviyo customer profiles for nearly two weeks. I only discovered the issue when our customer success team noticed low survey response volume. This gap meant I could not flag low-NPS at-risk accounts in Klaviyo, and I had to manually cross-reference thousands of survey responses against Klaviyo contact records. These mismatched records create serious compliance headaches for CCPA audits; I cannot reliably trace how customer PII moved between systems, which adds hours of manual reconciliation for every VoC campaign.

Second, Klaviyo’s role-based permissions are not granular enough for our B2B customer experience team. We only have broad admin and standard user roles. Our contract customer success stakeholders need to view campaign performance and survey invite activity, but I cannot lock them out of exporting full contact lists containing client names, emails and phone numbers. There is no dedicated read-only auditor role. When I need to pull activity logs for CCPA evidence reviews, I have to use full admin credentials, which violates our internal least-privilege data governance policy. Team members can also view all customer profiles across the entire workspace, with no way to restrict access only to their assigned accounts, which increases exposure of sensitive customer PII.

The audit log and export functionality also falls short for VoC compliance work. CSV exports are flat and lack filters for survey campaign, segment or respondent consent status. When handling CCPA data deletion requests or quarterly privacy reviews, I need to manually sort thousands of log entries and match each email send back to survey respondents. This manual reconciliation takes roughly seven hours for each audit cycle. Klaviyo also lacks built-in PII redaction inside Composer and campaign drafts. If my team pastes customer phone numbers or emails into email templates, that raw PII remains stored in the draft history with no automatic masking.

I also find B2B-focused survey and renewal email templates limited. Most pre-built templates are built for e-commerce retail, so I spend extra time rewriting copy for our industrial component buyers, post-order CSAT invites and account renewal risk outreach.

Suggestions for the product team: Build native two-way integration with CreateSurvey and add webhook failure alerts inside Klaviyo. Add fine-grained role permissions, export restrictions and a dedicated read-only auditor role. Add filtering and tagging within audit log exports to simplify CCPA compliance reviews. Add automatic PII redaction for emails and phone numbers stored in campaign drafts. Add pre-built B2B industrial templates for post-purchase NPS, CSAT and renewal-risk survey invitations. Overall, these improvements would cut manual cross-system reconciliation, tighten customer PII protection, and make Klaviyo much better suited for Voice-of-Customer teams running regulated B2B feedback programs. Review collected by and hosted on G2.com.

What problems is Klaviyo solving and how is that benefiting you?

I’m Karina Walsh, Customer Experience & Voice-of-Customer Program Lead at Gulf Coast Industrial Component Partners, a 114-person B2B industrial component distributor in Tampa, Florida. I manage our VoC program using CreateSurvey to run NPS, CSAT and renewal-risk assessments, and I leverage Klaviyo to automate survey invites, segment customers, and orchestrate feedback outreach. I maintain respondent consent, PII retention schedules and opt-out controls to meet CCPA requirements for all US customer feedback data.

We struggled with manually sending one-off survey emails from Outlook, inconsistent audience segmentation, and disconnected customer records that made it hard to trigger timely post-order feedback, but now we can build automated flows and dynamic customer segments to deliver targeted survey invitations tied to purchase milestones, which has resulted in a 27% higher survey response rate and saves roughly 7 hours weekly on manual email drafting, list building and consent cleanup.

Before Klaviyo, our VoC program was heavily manual. Every quarter, I would pull customer lists from our CRM, clean them in Excel, and send NPS and CSAT survey invites using Outlook. This manual method was slow and prone to human error; I often missed sending surveys to customers who had just received industrial component shipments. There was no reliable way to separate new buyers from long-term accounts, so we sent identical survey messaging to everyone, hurting response quality. Tracking opt-outs and consent was messy, and proving CCPA compliance required me to manually compile spreadsheets of every email sent to respondents. When survey responses came back through CreateSurvey, there was no automated way to flag detractors for our customer success team, so low-scoring accounts would sit unnoticed for weeks. My whole VoC program was limited by how much manual list work I could fit into my schedule.

After rolling out Klaviyo, our feedback workflow transformed completely. I set up Zapier webhooks to connect Klaviyo with CreateSurvey. When a customer completes an order, Klaviyo automatically adds them to the correct audience segment and triggers a timed survey invitation email. I build separate flows for new orders, renewal reviews and post-support follow-ups, so messaging matches each customer’s journey. Survey responses flow back into Klaviyo customer profiles once synced, so I can instantly identify low NPS detractors and trigger alerts for our CS team to reach out and resolve issues. Klaviyo’s native preference center also centralizes opt-out management, so customers can unsubscribe from survey communications directly, which removes the manual opt-out tracking I used to maintain in Excel.

An unexpected benefit I’ve discovered is Klaviyo’s AI Composer, which drastically cuts down the time I spend writing B2B survey email copy. Industrial buyers respond best to concise, industry-focused messaging, and Composer helps me quickly draft multiple email variants for testing without jumping to external AI tools. During our last quarterly feedback cycle, I built segmented campaigns for our equipment replacement buyers and routine component reorder clients. The automated flows kept survey outreach consistent across hundreds of accounts, and we captured far more actionable feedback to reduce customer churn. The profile-level activity logs also give me a single source to audit survey sends for CCPA reviews, even though I still manually cross-reference with CreateSurvey data.

Suggestions for the product team: Build native two-way integration with CreateSurvey to sync survey responses and consent data without Zapier webhooks, plus alerts for failed webhook syncs. Add granular role permissions to restrict PII exports for contract stakeholders and include a dedicated read-only auditor role. Add filtering within audit exports to accelerate CCPA evidence reviews. Add pre-built B2B industrial templates for post-order NPS, CSAT and renewal-risk survey invites. Improve duplicate profile matching to clean redundant customer records when syncing VoC data. Overall, Klaviyo automates our Voice-of-Customer outreach, increases survey participation, and streamlines consent management so I can run a scalable, CCPA-aligned feedback program for our B2B industrial component customers. Review collected by and hosted on G2.com.