Voice of the Customer – what is it and why is it important?

How can your company know how best to improve its products and services without listening to what your customers are saying about their interactions with your brand?

Customer Alliance Voice of Customer (VoC) solutions will help you to listen to your customers and understand them by extracting actionable insights. Based on our three main VoC Scores you will understand in a glance if your customers find it easy to interact with you (CES), if they are satisfied with your offerings (CSAT) and if they would recommend you or your brand (NPS).

Additional articles to read about Voice of the Customer :

Let's have a look at the main Voice of Customer metrics available on the Customer Alliance platform:

Customer Effort Score (CES)

  • The CES is measuring the effort of a service experience. It is usually introduced with “The company made it easy for me to do XZY” and end-users are asked to review the ease on a scale from 1- Strongly disagree to 7- Strongly Agree

  • CSAT questions are available for all Customer Alliance public surveys and feedback form

More information about CES

Customer Satisfaction Score (CSAT)

  • The Customer Satisfaction Score (CSAT) tracks how satisfied your customers are with your products and services. You can introduce it with the question “‘How would you rate your overall satisfaction with the [goods/service] you received?”. Your clients will vote on a Scale from 1- Terrible to 5 - Excellent

  • CSAT questions are available for all Customer Alliance public surveys and feedback forms

Net Promoter Score (NPS)

  • The NPS is usually measuring the likelihood of a recommendation. End-users are asked “How likely are you to recommend us (our brand) to a friend or colleague? “ on a scale from 1-10 starting at very unlikely to Highly likely

  • The NPS is calculated as a percentage of people who scored 9 or 10, called “promoters”, minus the percentage of people who scored 0 to 6, known as “detractors”. (For those of you wondering, we call scores of 7 and 8 “passives”.)

  • NPS questions can be set up for all CA public surveys and feedback forms

If you want to know more about how to set up our VoC Scores for your company, please reach out to your Account Manager. We would be happy to hear you 🙂

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