Voice of the Customer Solutions

How to capture the voice of the customer

More than ever, understanding your customer's expectations, preferences and frustrations is essential to improving customer satisfaction, loyalty and advocacy which ultimately leads to more profit. 

While intrinsically it makes sense, there is now a plethora of overwhelming evidence that links high customer engagement to customers who will spend more and stay with your business:

• 86% of buyers are willing to pay more for a great customer experience
• 73% of buyers point to customer experience as an important factor in purchasing decisions
• 65% of buyers find a positive experience with a brand to be more influential than great advertising

How is the Voice of the Customer captured?

Popular methods to capture the voice of the customer include:

• Outbound Surveys (email, phone etc)
• After Call Surveys (immediately after a phone call the customer is given the option to provide feedback)
• Net Promoter Scores (NPS)
• CSAT
• Customer Effort Score (CES)
• Mystery Shopping
• Customer Analytics
• Speech Analytics

There are a list of suppliers below who provide specialist Voice of the Customer services or, if you need some help, search our Consulting category where there are specialists consultants who can help you unlock the voice of your customer. 

These days, there are also lots of technology options that can help capture customer feedback so also check out the Technology category for a list of suppliers.