Key Design Features of a VoC Program: Robust, Relevant and Prioritized

Claire Sporton

Claire Sporton

Author Bio

Claire has 20 years’ experience in customer service and customer experience developing and implementing customer experience programmes within the financial services sector. In the last 5 years she has been working as a consultant supporting a wide range of organisations in developing and implementing customer experience management programmes that not only drive improvement in experience but also deliver measurable business results. Claire’s focus at Confirmit is on ensuring our clients can deliver insights that drive change. Claire was instrumental in the development of Confirmit Voices, an engagement model which provides an end to end approach to the Voice of the Customer. Claire’s passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for their customers, their internal teams and of course the bottom line.

Author Bio


Understanding the customer and acting on their feedback has never been more important to each individual business. But it is a lot more complex than simply asking a few questions.

Companies increasingly see Customer Experience as the way to differentiate and grow their business. Customers - both consumers and businesses alike - are also noticing this trend, and expectations are rising.

In this webinar, find out how your VoC program can stand out from the crowd and be a valuable contributor to business growth.

Watch Claire Sporton, VP, Customer Experience Management, Confirmit, Lisa Garthside, Director, Customer Experience Management, Confirmit, and Steve Hurst, Editorial Director, Engage Customer, as they delved into the art of Voice of the Customer survey design.

You will learn how to:

  • Collect robust data: encouraging respondents to share their experience
  • Make it relevant: ensuring that the business reviews, analyzes and acts on the data collected
  • Prioritize actions: you cannot act on everything at once, so prioritize the areas that really make a difference to business performance.

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