Voice of Customer Services

Embed dynamic systems of learning to power ongoing improvement.

Our robust voice of customer measurement programmes are innovative, thoughtful and ongoing, allowing organisations to systematically measure – and improve – customer and employee experiences.

We leverage technology and multi-stream data sources to measure both relational and transactional customer and employee experiences, improving tangible experiences and overall satisfaction. We combine relationship tracking, journey and interaction feedback and always-on listening to form measurement programs that produce actionable insights. By ensuring timely information is shared with all relevant personnel throughout the organisation, our voice of customer consulting drives meaningful results across loyalty, market share and reputation.

Rent a Center

Driving Customer-Centricity through An Enterprise-Wide Measurement Program

Client Story

Survey Fatigue

Overcoming Survey Fatigue: How to Be Smarter and More Effective in Gathering Customer Feedback

PERSPECTIVE

Benefit Cosmetics

Mirror, Mirror on the Wall: Empowering Benefit Cosmetics to Improve the Customer Experience

Client Story

Employee Experience

Employees Are the New Customers

PERSPECTIVE

Our Voice Of Customer Services In Australia

Post-Interaction Surveys

Contact customers shortly after they interact with your service or a key touchpoint to understand successes and shortcomings. Intervene with at-risk customers and fuel continuous improvement at a systems scale.

Blueprinting

Take a deep dive into all customer touchpoints to identify those interactions most relevant to cementing a satisfied customer, providing focus to improvement efforts and overall CX strategy.

Relationship Surveys

Periodically conduct a thorough assessment of customers' relationships with an entire service to identify where to invest improvement efforts and dollars.

Measurement Program Audit

Assess current feedback programmes to identify gaps and ensure insights drive meaningful action. We evaluate whether the right data is being captured, aligns with business objectives and enhances customer-centric decision-making.

Have Questions? Get In Touch With Our Australia Team

Contact