Think about Voice of the Customer survey’s from the customer’s perspective.
Rather than defaulting to the “let’s do a survey” approach, we would suggest asking three questions that will help you to determine if (and what) more survey data is needed.
1. What do I really need to know?
2. What is the most credible source for the data I need? How do I even find it?
3. What information am I still missing?
Connect what you have, collect what you really need, focus on the connections you are building and you will be well placed to start managing – and improving – the customer experience.
Download this Best Practices White Paper from Confirmit and find out how to conduct your voice of the customer program from the customer’s point of view and get better insights.