Any business with a VoC programme needs to have a set of metrics in place to maintain investment and demonstrate to employees that VoC isnt a box ticking exercise. But which metrics should you use?
Although Voice of the Customer (VoC) programmes are widely acknowledged to be a key component to improving the customer experience, its not enough to just set up such a programme and assume itll help your business succeed. With tight budgets, even for well regarded programmes, its critical to measure and demonstrate the link between the Voice of the Customer and return on investment (ROI).
Voting 0
