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
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