Phone-based Listening Post for Capturing Customer Feedback
Listening to, understanding and acting upon the voice of your customer has become a core strategy of brand leaders. Today’s consumers expect the companies they do business with to actively listen to them, and to take action in a responsive manner.
Second To None’s Voice of Customer solutions can help you continuously gather, monitor, prioritize and act upon customer feedback, satisfaction and sentiment.
Our survey solutions work across all consumer devices – laptops, tablets, smartphones, landlines, etc. and are available for each of your online and offline business channels, ensuring active listening posts are present across every strategic customer touchpoint.
An optimally designed and managed Voice of Customer program supports a cross-section of internal stakeholders:
- Store/Location Managers
- eCommerce + Call Center Operations
- Social Media Managers
- Sales Operations
- Marketing Operations
- Human Resources + Training
Sample applications of Voice of Customer surveys:
Point of Service or Sale: Receipt-based invitation to take survey
Call Center Follow-up: Triggered email survey invitation as part of call resolution
Website Intercept/Pop-up Survey: In-session invitation for feedback after browsing site
Automated Interactive Voice Survey (IVR): Consumers call toll-free to offer feedback
IVR Customer feedback delivers strategic business insights:
How do customers experience our brand?
Do our customers intend to do business with us again? If not, why?
Are we delivering experiences that translate into positive word of mouth and referrals?
Where are our organizational gaps or weaknesses in service delivery?
Organizations in need of Net Promoter-based surveys appreciate Second To None’s Net Promoter “Plus” approach to survey design and administration, providing for an enhanced question set based on individual customer experiences.
Our robust analytics and reporting services deliver clear, fact-based voice of customer insights to the right people at the right time, enabling you to focus with pinpoint accuracy on the most important action planning and priorities, at every level of your organization. Structured and unstructured data, including verbatim commentary, are synthesized into clear insights.