Improve your business’s customer experience with our Voice of the Customer Programs
What is the Voice of the Customer research analysis? At The Realise Group, we’ve specifically designed our Voice of the Customer programs to help businesses understand and improve their customer experience by assessing overall consumer satisfaction and loyalty levels.
We achieve this through a variety of highly reliable customer experience metrics, depending on the desired outcome of the program. These metrics help you identify and better understand systemic problems within your brand experience and customer journey; especially the ones which don’t rear their heads from singular or less in-depth research projects.
Our Voice of the Customer programs allow businesses to close the often murky feedback loop between management, customers and front line staff.
How does the Voice of the Customer data collection work?
Businesses come in all shapes and sizes. As such, The Realise Group offers versatility in our Voice of the Customer programs.
They can be ongoing (continuously collecting customer feedback to track responses to various initiatives), or they can be conducted periodically (to gain a snapshot at any given time). Our highly interactive, real-time dashboards allow you to zoom out and see the big picture, or zoom in to examine specific details when reflecting on the results of our research.
We employ a variety of methods when inviting customers to participate, including the following:
Invite customers by email through the loyalty database or following an in-store transaction
Pull invitations for in-store shoppers at the point of sale
Pop-up invitations for online shoppers at check-out
Exit or intercept survey responses captured by The Realise Group’s highly trained interviewers for immediate face-to-face feedback
Comments from call centre staff providing customer support from head office
Comments from website correspondence via the “contact” and “feedback” pages
Data obtained from other sources (such as Mystery Shopping research, Net Promoter Score and even retail audits) can also be incorporated into the user-friendly dashboard for a more comprehensive overview.
Get in touch for more information on our Voice of the Customer programs
If you’re interested in utilising The Realise Group’s efficient and reliable Voice of the Customer programs to gain a better understanding of your customer base, please don’t hesitate to get in touch.
To discuss how we can tailor our program offering to cater for your unique requirements, drop us a line and a friendly member of our team will be happy to assist. At The Realise Group, our goal is to strengthen the connection between your brand and your customers.