How to improve your Customer Satisfaction/VOC metrics the Simple Way....

1. for NEWBIES
part 1 of a series SKILLBUILDER 2/15/2012
Group Member Name | Group Member Name | Group Member Name | Group Member Name | Group Member Name Date Here

2. VOC (voice of the customer)
What it means to you?
part 1 of a series SKILLBUILDER 2/15/2012

3. part 1 of a series SKILLBUILDER 2/12/2012

4. Qualities of Desirable VOC Metrics
• Credibility: How widely
accepted is the measure?
Is there proof that it
is tied to financial results?
• Reliability: Is it a
consistent standard that can
be applied across the
customer lifecycle?
04/24/12 part 1 of a series SKILLBUILDER 4

5. Qualities of Desirable VOC Metrics
• Precision: Is it specific
enough to provide
insight?
Does it use multiple
related questions to
deliver greater accuracy
and insight?
• Accuracy: Is it
representative of the
entire customer base, or
just an outspoken
minority?
04/24/12 part 1 of a series SKILLBUILDER 5

6. Qualities of Desirable VOC Metrics
• Actionability: Does it
provide any insight into
what can be done to
encourage customers to
be loyal and to purchase?
• Ability to predict: Can it
project the future
behaviors of the
customer based on
their satisfaction?
04/24/12 part 1 of a series SKILLBUILDER 6

7. VOC
Methodology
• A series of structured in-
depth interviews, which
focus on the customers’
experiences with current
products or alternatives
within the category under
consideration.
• Needs statements are
then extracted, organized
into a more usable
hierarchy, and then
prioritized by the
customers.
04/24/12 part 1 of a series SKILLBUILDER 7

8. VOC (voice of the customer)
What it means to you?
part 1 of a series SKILLBUILDER Insert Date

9. VOC
What it means to you?
• Better understand customer’s needs and
wants
• Formulate your “one-call resolution”
• Opportunity to generate goodwill and create a
positive image of your brand
• BOTTOM LINE: 100% VOC RATING
04/24/12 part 1 of a series SKILLBUILDER 9

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12. Part 1
04/24/12 part 1 of a series SKILLBUILDER 12

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14. Part 2
04/24/12 part 1 of a series SKILLBUILDER 14

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16. Part 3
04/24/12 part 1 of a series SKILLBUILDER 16

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18. Part 4
04/24/12 part 1 of a series SKILLBUILDER 18

19. ac
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How’s your Metrics?
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04/24/12 part 1 of a series SKILLBUILDER t20
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21. Quick Review
04/24/12 part 1 of a series SKILLBUILDER 21

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