Keys to an ACE Award-Winning VoC Program


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

 We are seeing some great applications for the 2013 Confirmit ACE (Achievement in Customer Excellence) Awards roll in from our VoC customers—and look forward to hearing more of their success stories by the application deadline on Friday, March 1, 2013.

So what does it take to win an award for excellence in customer satisfaction? Based on the history of the program, our past ACE Award winners have some key commonalities:

  • Measurable results: the key to sustaining a successful Voice of the Customer program is seeing real results in terms of increased satisfaction, which leads to improved retention and profits. Here are just a few examples of the types of results that ACE Award winners have seen:
     
    –  Significant increases in overall customer satisfaction scores since implementing a VoC solution
    –  New business opportunities fueled by customer feedback and suggestions
    –  Reduced employee turnover in a call center scenario (the average turnover rate in call centers is 30-40%, and we’ve seen a successful employee satisfaction program cut that by more than half)
    –  Reduced customer defections by identifying at-risk relationships before they go south
     
  • Executive sponsorship: getting buy-in from executive leadership is essential in ensuring you get the participation and cooperation of employees at all levels for a VoC program.
     
    Multi-year ACE award winner Wind River, a subsidiary of Intel and a long-time Confirmit CustomerSat client, uses customer feedback at the executive level as a strategic, fact-based decision tool (which has also made them an ACE Award winner four years in a row). Management is passionate about not just increasing customer satisfaction but creating true customer loyalty, and they have implemented significant changes to business processes as a result of customer feedback.
     
  • A commitment to continually evolving the program: getting a VoC program started is one thing—growing it and challenging your organization to think beyond the numbers is another.
     
    SimplexGrinnell, another multi-year ACE Award winner (also four years in a row), has done an outstanding job of evolving their program over the years, and challenged itself to think past survey scores to understand what drives loyalty, and then learn how individuals at different levels in the organization can impact it. Their metrics have advanced from basic survey scores to employing their own custom metrics. They are continually on the lookout for new ways to share their customer feedback information through reports, workshops and Active Dashboards.
     

These are just a few examples of how our customers have achieved excellence with their VoC programs. We encourage Confirmit CustomerSat and Confirmit Horizons VoC customers to review the application criteria and submit their applications for the 2013 Confirmit ACE Awards and ACE Awards for Best Use of Feedback Solutions by March 1.

And we look forward to announcing this year’s ACE Award winners in the spring!



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