“Real Time” Access to Voice of the Customer Insights Can Strengthen the Customer Relationship
Maximizing the “voice of the customer” effectively involves conducting a branded study. However, a common challenge is the delay in generating actionable insights. We assist our clients by delivering information as quickly as it’s gathered.
To provide “real-time” insights for immediate action on customer feedback, we’ve developed the following strategies:
- Immediately after an online survey is completed, an automated alert is sent to the survey sponsor with key insights (e.g., satisfaction scores, technical issues, customer frustrations, and qualitative feedback for improving service). This approach is invaluable for detailed, individual-level analysis, such as customer service or account management, to enhance customer satisfaction.
- During the data collection phase, we provide clients with an interim overview of the online survey findings, offering a comprehensive snapshot. This method is particularly beneficial for a macro-level analysis across the entire customer base.
- For qualitative engagements (via IDIs or Groups) we provide individual summaries of discussions as clients often don’t have the time, capacity to listen, or availability to view them live. These summaries allow for quick snapshots focusing on the overall objectives at different points in time so the client does not have to wait until all interviews / groups are completed before receiving any insights.
These strategies ensure that customer feedback is accessed immediately, enabling organizations to take proactive steps to improve. This commitment to listening and adapting to customer needs in real-time significantly strengthens the ability to enhance customer relationships.
