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Products & Services

"Capturing the Voice of the Customer: Processes, Practices & Performance"

Whitepaper Image

ID: GBCA-02


Pages/Slides: 18


Published: Pre-2014


Delivery Format: PDF


 

License Options:
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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




Download White Paper

 

919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS

Due to its impact on revenue growth, companies consistently search for ways to improve customer service. Voice of the customer data proves to be a helpful tool in measuring customer satisfaction and shaping corporate strategy.

In fact, more than 56 percent of companies routinely apply VOC data in developing new products, according to a study by Best Practices, LLC’s Global Benchmarking Council. Products catered to the end user, coupled with high response rates and above average complaint resolution rates, allow the majority of companies to see at least 95 percent of their customer base return.

Download your complimentary sample presentation of “Capturing the Voice of the Customer: Processes, Practices & Performance.” Drawn from primary and secondary research from 108 companies such as Motorola, American Express, Verizon, IBM, Progress Energy, Texas Instruments, FedEx, Volkswagen and others, data and insights in the study include:

Annual rate of customer loss
Response rates to customer complaints
Complaint resolution rates
Primary sources of VOC data
Strategic divisions where VOC data is applied

Learn more about the Global Benchmarking Council's membership opportunities.

Industries Profiled:
Consulting; Service; Manufacturing; Telecommunications; Financial Services; Pharmaceutical; Electronics; Banking; Consumer Products; Diagnostic; Retail; Distribution; Medical Device; Education; Professional Services; Biotech; Technology; Health Care; Clinical Research; Science; Chemical; High Tech; Transportation; Shipping; Automobile; Utilities; Aerospace; Computer Hardware; Computers; Internet; Insurance; Computer Software; Energy


Companies Profiled:
Accenture; ADP; ALCOA; Aliant Telecom; American Express; American Home Products; Amylum Iberica SA; Applied Materials; Bank One; Bank of America; Bayer Healthcare; BI; BP Amoco; BT Group; CenterStone Technologies; Cintas; Cisco Systems; Citigroup; Dow Chemical; DSM Pharmaceutical; DuPont; Emirates Group; FedEx Ground; Fleetwood Enterprises; Florida Power & Light; GE Aircraft Engines; Hewlett-Packard; Hitachi Electronics; Honeywell; Hoovers Online; IBM; ILC Dover; International Rectifier; Jayco; Johnson & Johnson; Johnson Diversey; JP Morgan Chase; Maritz; MassMutual; Medtronic; Mefin Sinaia; MetLife; Millennium Chemical; Misys Healthcare Systems; Motorola; Office Depot; Progress Energy; Ranbaxy; Reliant Energy; SaskTel; Seagate Technology; Sears; Siemens Westinghouse; Siemens; Singapore Telecommunications; Smith & Nephew; Sprint; Staples; Texas Instruments; Verizon; Volkswagen of America