Voice of Customer Program Improvement

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Wherever possible, please answer based on your direct personal experience, share anecdotes you've heard and include stories and stats.

Please note: Statistics will be anonymized, but we may quote any text answers.

What's your company name? *

What's your current NPS score? *

This will remain anonymous, but will enable us to correlate responses to scores.

Do you believe your VOC program provides ROI for your business? *

Yes

On a scale of 1-10 how successful would you say your VOC program is at delivering on key business objectives? *

How do you measure the success of your VOC program? *

What core KPIs does your team track? What else helps you know your VOC program is working?

Is that the same way you report the success of your program to C-Suite leadership? *

Explanation: Often we find the 'value' of a VOC program needs to be translated when talking to C-Suite leaders. Does your boss care about the same KPIs as you? Or do you measure success within your team in one way but report impact via another metric (e.g. ROI).

Please rank these metrics in order of importance within your VOC program. *

First choice = most important

Seventh choice

Sixth choice

Fifth choice

Fourth choice

Third choice

Second choice

First choice

Survey response rates

Retained revenue

Account coverage (i.e. % of customers responding to surveys)

Closing the loop rate (% of negative feedback where action is taken)

Referrals generated

Comment rate (% of survey respondents who leave a comment)

Total NPS score

Who do you think should own VOC in a B2B company?

A dedicated team (e.g. the CX department)

Sales Leadership (e.g. CRO, Director of Accounts, or Sales Excellence)

Success Leadership (e.g. Head of Success, Head of Customer)

Customer Service Leadership

The CEO

Clear selection

What's your #1 tip for someone looking to improve the impact of their VOC program?

Imagine you're talking to the same person as in the question above. What roadblock am I likely to encounter while trying out your tip? How can I overcome it? *

We'd like to call you out as the expert who gave this advice. Where shall we link to? (e.g. Your LinkedIn or website) *

If you don't want us to link to you, please feel free to leave this blank.

Would you like to be notified about future opportunities to contribute?
*

Yes

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