Collecting, analysing and utilising ongoing and valuable insight from your customers is key to driving service improvement, reducing churn and increasing basket-size to grow your revenue and advocacy for your brand.
Ongoing measurement of customer sentiment through Voice of Customer frameworks ensures that you can capture and act upon customer insights in a valuable way.
We help your organisation collect, analyse and distribute valuable customer feedback and sentiment to inform operational improvements using a bespoke framework.
Our team are experienced in rolling out measurement frameworks based on;
- Net Promotor Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
as well as collection and synthesis of insightful verbatim feedback.
We start by understanding the unique customer journeys across your organisation to identify the 'moments of truth' where valuable insight can be gained.
We develop systems and processes to measure these over time, and set you up to make the best use of the valuable data collected. We help you prepare your workforce to understand and respond to the collected data and feedback to ensure meaningful improvements can be made to your customer touchpoints and services.
An organisation's ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage
Jack Welch -
Former CEO of General Electric