In Tamilnadu, South India, the chef is complimented following a well-cooked meal with the phrase “Kai Manam,” meaning the knowledge, care and soul the cook’s hands imparted to the meal.
This is also true for Voice of the Customer champions who try to convey a similar sense to their customers through surveys, analysis and the action thereafter. By acquiring knowledge to understand the needs of the customer and communicating care, VOC experts strive to deliver improved products and services and create happier customers.
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It’s important to put all of VOC scores and feedback into the broader context – how well do you do stack up against your competitors? I’m talking about benchmarking, which means making comparisons to help you understand the perception of your business relative to the competition in the minds of your customers.
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Have you ever noticed that more people start your online surveys than finish them? It’s like they start clicking through the answers and then suddenly they have a heart attack and it’s curtains! What is happening to those hapless survey takers? Life insurance actuaries, the Census Bureau, and the Social Security Administration use a tool [...]
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Many people think that surveys are just a bunch of questions, but they’re not. Every survey is a culmination of a challenging seven-step process. And here are some steps to follow to improve your surveys.
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admin
25 Oct 2007
customer feedback, Feedback, survey, Survey Abandonment, Survey Design, Survey Length, survey questions, Survey Requests, survey respondents, Survey Responses, Survey Sample Size
The average marketing manager should be able to put together a good survey. However, somehow this is not happening as often as one would expect. This article offers insights on how to make this process easier.
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