We can help construct your VOC model that captures and analyzes the various elements of your interface with the market and your customers. The VOC model can then be used to drive your continuous improvement activities for sales and administration. The results of these activities will provide growth for your business. The components of the VOC model are listed below. If you have gaps or areas you are not currently measuring, we can recommend tools or methods to help close the gaps.
- General surveys
- Market feedback
- Outbound, social media etc.
- Benchmarking
- Win/Loss
- Complaints/returns
- Scorecards
- Total Customer Satisfaction
- Interviews
Since there is no uniform method for reporting the VOC activity, each model is uniquely tailored to your needs. What is important, is to develop a repeatable methodology and/or process to establish a current baseline of performance. The baseline then provides a method for evaluating if and where improvements are being made and their impact upon customer satisfaction and business growth.
