Voice of the customer (VoC) is the process of recording what customers are saying about your company, product, or service. Voice of the customer (VoC) refers to customer feedback about their experience and expectations with your product or service. It is concerned with their needs, expectations, insights, and service enhancement. Our Voice of the Customer solution assists businesses in better understanding and meeting the needs and expectations of their customers while also improving their products and services. Our Voice of the Customer programme reveals customer preferences, issues, and complaints. These VoC programmes recognise and respond to the customer's voice in order to improve customer satisfaction and loyalty. Companies are embracing the voice of their customers in order to use data to improve the way customers experience everything.
Companies struggle to obtain feedback because:
That’s why our methodology includes:
A global energy and petrochemical conglomerate with over 80,000 employees in over 70 countries and expertise in the exploration, production, refining, fuel retail and marketing of oil and natural gas, as well as the manufacturing and marketing of chemicals.
World's leading 65 years old food service brand with more than 36,000 restaurants in more than 100 countries serving 63 million customers every day around the globe.
A client collecting visit details from customers by requiring the customer to manually enter over 18 different characters from receipts. This cumbersome requirement for customers led to high survey abandonment and low response rates from their previous supplier. Low response count leads to lack of insights, difficulty in tracking trends and plan for action.
An international fast-food restaurant chain from Japan. They have more than 1700 restaurants including restaurants in Japan, Asia, The Pacific and Oceania.
Ensure that you provide every customer with an opportunity to give feedback at each stage along their physical or digital customer journey. Make every effort to minimise barriers to participation, and look to incentivise participants time in order to encourage as broad a range of experiences as possible. Finally, always act upon the feedback recevied, and wherever possible, share the actions taken with customers to demonstrate you’ve listened and acted.
Once receiving a customer feedback form you can find amazing insights, from decision making answers for your business to measuring customer satisfaction among your current customers
A voice of customer (VoC) program is a collection of tools and processes that gathers and analyzes customer feedback to improve products and services, employee training, and overall customer satisfaction. These tools can include URL based online surveys, dedicated mobile apps, chatbots and popups, dedicated physical terminals or touchscreens found in high footfall locations – to name a few.
The needs of your customers continully evolve, as the world becomes increasingly competitive, focussed on cost, time, choice and service experiences. Understanding how your customers feel about their interactions and perceptions of your organisation is vital - informing your decision making and influence innovations and changes to your products or services.
Voice of customer (VoC) surveys or forms are one of the best tools. In order to make a qualified customer form you can follow these steps:
Once you finish your customer feedback program you will have qualified insights that can be key for the prosperity of your business. Who better to ask than your own customers to understand what they want?
When a Voice of Customer programme grows in volume, analytics is critically important to understand key topics and themes, sentiment, linkages and how feedback is tracking over time. These key themes allow senior stakeholders to track performance, monitor both existing and newly emerging topics and take any necessary remedial action.
Voice of Customer surveys come in a number of shapes and sizes, including:
Voice of customers can be used to:
Sonata GBW is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more on how we can help you, please fill out the business enquiry form below.