Voice of the customer: Proof, perspective and performance

CX Network

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Customer feedback surveys are essential for understanding what contributes to satisfaction and emotional engagement for your customers. Quantitative (choose an answer) and qualitative (open ended questions) will help you identify your core components of loyalty and sentiment.

A Voice of the Customer (VOC) programme that includes customer surveys across multiple channels with software to aggregate and analyse responses is needed. Text analytics makes it easy to pinpoint issues with sentiment scoring.

Download the ebook for pitfalls to avoid and more insight into perspective and performance of the VOC programme.

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