eBook: A Practical Guide to Using VoC to Improve Customer Experience

For decades, surveys have been the primary mechanism used to gauge customer satisfaction. And while metrics derived from surveys, such as customer satisfaction (CSAT) scores and net promoter scores (NPS) are useful, they can be imperfect indicators of how your customers actually feel about your company, its service and support, and more.

This eBook explores more about why surveys alone fall short and how you can use unsolicited customer feedback from the customer journey to establish a more comprehensive VoC programme that can drive real improvement in customer satisfaction, brand loyalty and retention.