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Baseline Voice

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Voice of Customer

A Voice of Customer (VOC) program can instantly alert you to customers who are dissatisfied and at risk of leaving, provide a leading indicator for future growth, and help your employees frame their decisions with the "customer first"

Why does does a Voice of Customer program matter if your company is already successful?

Done right, a Voice of Customer (VOC) program can:

  • Instantly alert you to customers who are dissatisfied and at risk of leaving
  • Provide a leading indicator for future growth
  • Help employees frame their decisions with the “customer first”
  • Provide customers with a constructive way to privately give feedback, and prevent public negative comments

But… Aren’t customer surveys useless, because nobody takes them?

To be honest – many are! Poorly designed VOC programs often suffer from low response rate and/or misleading data. However, an excellent VOC program is easy to use and seamlessly integrates with your business.

The Baseline Voice VOC program:

  • Is simple for both customers and employees to understand
  • Asks customers only two questions, yet still delivers deep insights about their experience
  • Has a high response rate of 30-60%
  • Delivers positive return on investment within 1 year through revenue retention alerts

Our system is extremely easy to set up and get running quickly, and uses AI-assisted Natural Language Processing (NLP) technologies to analyze results with minimal overhead. If you’d prefer, we can also deploy Baseline Voice VOC methodologies using your existing systems or vendors.

Let’s work together

Get in touch with us and let's talk about your business.

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