Voice of customer

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#customer engagement#customer experience#customer journey#dashboard#difference drivers#verbatim analysis

A complex voice of customer programme for providing a real time and constantly evolving eco-system for a multifaceted brand to understand and connect with customers across its ecosystems.

Approach

Dedicated journey mapping sessions and map verification, followed by VoC online programme to measure all customer experiences with all channels, products and transactions. Fieldwork is continuous, with survey links open 24/7/365 for participation. Bespoke dashboard is designed to clearly visualise results from each area of the journey.

Outcome

The project clearly identify areas of delight and pain in customer experience. Based on thorough statistical and verbatim analysis, priorities across business units are set in order to maximize return on customer experiences, and subsequently to increase revenues.

Some examples of our work

Case studies

Customer Journeys

Real-life passenger walk-throughs with diverse passenger types assessing the departure experience and highlighting pain points and needs throughout the departure journey.

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Social Understanding

Understanding the prevalence, nature and impact of in-partner abuse among young people to underpin a social campaign that encouraged reporting of incidences.

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Media Understanding

Ground breaking sydicated study into consumer attention with regard to social media advertising which informed how brands should best utilise these channels

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Category Entry Points

Uncovering and identifying key category entry points for a gaming brand to focus on, in order to drive mental availability in relevant buying situations amongst the wider population.

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