When adding a new project to your project list, you are offered a choice of three variables to determine the type of project you wish to run: Voice of Customer, Voice of Employee and Voice of Business. In this article we'll be focusing on the Voice of Curstomer-type.
Voice of Customer is literally the voice of the customer. By investigating the overall Customer Experience in terms of expectations, preferences and aversions, you learn to understand who your customers actually are. This way you really get to know the customer and you discover what the customer appreciates, what the customer misses and what the customer wants.
By hearing negative and positive feedback, you will be able to improve upon your weaknesses but also immediately see where you score well.
There are countless ways to measure the Voice of the Customer. Three frequently-used KPIs are NPS, CES and CSAT. The subtypes we offer to accommodate these options are Customer Feedback Monitor and Customer Satisfaction monitor.