VOICE OF THE CUSTOMER ASSESSMENT (CX)
Knowing your clients and providing services that align to their needs and objectives is critical to the success of your business. An independent 3rd party assessment demonstrates an investment into the partnership and will result in unfiltered, honest feedback. Our expert team has extensive experience in holding commercial and strategic conversations with stakeholders at all levels. We will deliver recordings, findings, and actionable data back to your team.
People want to be heard, and companies are seeking true alignment with their key partners. Our voice of the client process has been designed to achieve these goals and builds strong and lasting relationships.
​
Organizations work with us to:
-
Benchmark the customer experience (CX)
-
Ensure customer satisfaction & loyalty
-
Increase customer engagement
-
Identify product & service enhancements
-
Discover operational efficiency
-
Drive additional revenue
-
Align development activities to customer needs
-
Deliver more profit to their business
-
Build case studies and provide client testimonials
-
Gain strategic insights
Our Process
We work with you to create the VoC program and an effective Survey / Questionnaire.
We conduct surveys (CSAT, NPS), interviews, focus groups, customer service interactions, product reviews, and in-app feedback.
We analyze sentiment and feedback to identify positive, negative, and neutral results, as well as thematic analysis to group recurring themes and concerns.