Voice of Customer

Voice of Customer programmes come in many different shapes and sizes, and we know that there is a mixed bag of quality out in the marketplace.

Just as with our Mystery Customer programmes, we work in partnership with our clients to design, implement and manage a VoC programme that is best suited to their individual business and fit for purpose.

We work with each client to determine the most effective way to capture the customer’s voice, be this via dedicated URLs, in store marketing, direct email/text prompts or any method through which we can best reach customers.

Through bespoke questionnaire design we capture insight into customer preferences, opinions and feedback, using a range of different customer metrics, such as NPSCustomer Effort and Customer Satisfaction. When it comes to questionnaire design, we are big believers that less is often more! Too often customers are burdened with cumbersome and lengthy questionnaires that ultimately drive down the response rate. Using insight from existing CX metrics, we build questionnaires that focus on what is really important and has the greatest impact to the customer’s experience.

And, we are more than just about capturing the data. We work closely with our clients to deliver insights across their business in a way that helps to get the most meaning out of them, share them effectively with employees and help our clients to create the right kind of service and customer-centric thinking.