Benefits of Implementing a VoC Program for Your Business

NPS and other VoC Metrics

Fact Sheet

Choosing the right metrics for your program can be a big challenge. Many questions arise and some people get stuck trying to define details like: Should I use the Net Promoter Score, CSAT or Overall Customer Satisfaction? Should the metric question be at the beginning or should it be the last of the survey questions? Just remember that a successful Customer Experience Management program is all about taking action on feedback from your customers. Metrics are simply a line in the sand against which you can measure your improvements. When it comes to choosing the right ones, think about those that will provide the right information for your unique business needs, and become part of your management scorecards. The most successful programs often implement a combination of metrics based on departmental needs, company KPIs, feedback channels, and/or brand standards

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Customer Satisfaction

White Paper

Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey”. Implement it effectively and you’ll drive business change, deliver ROI and create competitive advantage.

In this white paper we uncover the secrets that will unlock your program’s potential to drive customer satisfaction.

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Maximizing VoC ROI

Infographic

How do you define a successful program? The answer is three little words – return on investment.

So, how do you get a return on investment from your program? To get the most out of your program, you need to design a program that defines goals and success criteria early based on your corporate goals. Sounds complex, huh? It isn’t really – if you know how.

Use our at-a-glance infographic to understand how each stage of Confirmit Voices helps you deliver ROI.

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