Carefully designed measurement tools
Short, neutral questions tied to the touchpoint, with the right metric for each case.
Voice of Customer (VoC)
A programme that keeps listening to customers and acts on what it hears
Voice of customer is not a survey sent once. We build an ongoing programme with you that collects feedback at touchpoints, analyses it, and gets it to the people who can act.
Voice of Customer (VoC)
From collecting opinions to closing the loop
Many organisations collect customer opinions and then nothing happens. The problem is rarely a lack of data. It is the absence of a process that gets it to the decision maker in time.
We read the customer in full context, their behaviour, impressions, and circumstances, and design a programme that defines what is asked and when, who reviews the results, and how actions are followed up.
What do you get?
The right collection channels
Links, QR codes, kiosks, and digital channels, depending on where your customer is.
A follow-up process
Clear roles and a review rhythm that make sure feedback turns into action.
How do we build the programme?
We start small with one touchpoint or service, then widen the programme once it proves useful.
- 01
We define the decision
What do you want to know, and what decision will you make with it?
- 02
We design the measurement
We build surveys and choose metrics and channels for each touchpoint.
- 03
We launch and analyse
We collect responses and analyse written answers for themes and sentiment.
- 04
We close the loop
We get results to their owners and follow up on the actions taken.
Questions we help you answer
- What do customers say when we let them use their own words?
- Which feedback keeps recurring and deserves action?
- Who is responsible for following up on each item?
Set up a voice of customer programme
Talk to one of our experts about your current channels and what you want to learn about your customers.