Voice of the Customer Program (VOC)

What is it?

A system to capture feedback from your customers and distribute actionable information back to your managers and employees.

Why is it important?

Customer feedback provides essential information about the quality of your organization’s service and products, enabling you to focus improvement on the areas that will have the greatest impact. In addition to measuring customer satisfaction and loyalty, it acts as an early warning system, alerting you to emerging issues, and can be used for service recovery, allowing you to identify and reach out to at-risk customers.

Just as important, a well-designed feedback system creates customer-focused accountability in your organization. By providing continuous measures of service quality, it allows your managers to benchmark their performance, set improvement targets, and motivate their staff.

What does it look like?

There is no one-size-fits-all solution. Some customer feedback programs take the form of an automated system that sends out short surveys and provides “real-time”, on-line reporting. In other cases it may involve recruiting customer panels, installing point-of-sale kiosks, or even creating an effective comment-card system. We will design and implement a feedback program that is customized to your organization, taking into account such factors as:

  • Your customer base
  • Your industry or sector
  • Your organization’s managerial structure
  • Your technology systems and capabilities
  • Your budget

We also offer VOC workshops

For more information: Contact us

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