Voice of Customer (VoC)
A powerful voice that you must listen to. That of your consumers!
Voice of Customer (VoC)
A powerful voice that you must listen to. That of your consumers!
Everything you need to know
about the Voice of Customer satisfaction surveys
Voice of Customer (VoC) satisfaction surveys, also referred to as customer surveys or ongoing surveys, aim to capture your customers’ satisfaction at pivotal moments in various journeys and across diverse channels, allowing you to intervene with dissatisfied customers.
Your survey is backed by Hexia, our robust VoC feedback management platform.
You and your managers will have access to this platform. It empowers you to continuously monitor the pulse of your customers’ satisfaction and, more importantly, to swiftly address detractors, recovering and transforming them into promoters.
Bear in mind that only 4% of dissatisfied customers take the effort to voice their discontent, while 75% silently depart from your organization.
Implementing a Voice of Customer (VoC) satisfaction survey
Utilizing our Hexia customer feedback management platform means capturing customer satisfaction at key moments of their journeys. These insights help shape your consumer journey map, offering a clear, data-driven view of every key touchpoint.
With this winning combination, you can:
Discover our Hexia.voc platform and optimize your approach to continually enhance your customer experience.
Lanla helps you give your customers a voice
Our creative team supports you in designing custom visuals (print or digital) to effectively promote your VoC survey.
We create branded materials that reflect your identity and develop high-performance tools to maximize your conversion rate and encourage customer participation — all in close collaboration with your internal marketing and communications teams.
Simple and Relevant Dashboards and Summary Reports
Accessible through our Hexia platform, the dashboards and summary reports allow you to monitor customer feedback and completed surveys in real time. You can track how results evolve over time, by points of sale, and even by region—each view filtered and personalized based on user access levels and your company’s structure.
Track your key performance indicators:
- CSAT Score – Customer Satisfaction Score
- NPS- Net Promoter Score
- Trends
- Alert Management Module
- CES – Customer Effort Score
- Competitive Analyses
A few key reports and surveys at your disposal:
- Overall satisfaction rates and satisfaction rates at each customer journey stage
- Alert management and statistics on the number of alerts and their processing times
- Integrated and detailed reports for each survey and a summary of the customer experience
- Alert resolution module and intervention history
- Extraction of customer comments per question
- Regional-specific competitive analysis
- Post-installation surveys
- Post-purchase surveys
- Online experience surveys
- Qualitative surveys
- Several other reports and surveys available!
FAQ
What is a journey map?
A journey map is a visual representation of the steps a customer takes when interacting with your business—from initial awareness to post-purchase experience. Customer journey mapping is the process of documenting and analyzing every interaction a customer has with your brand. It helps identify pain points, optimize satisfaction, and create more seamless experiences. A consumer journey map places greater emphasis on end-user behaviors and decision-making patterns throughout the buying process, helping brands personalize and improve each stage of the journey.
How do customer journey maps improve VoC programs?
Customer journey maps enhance your Voice of Customer strategy by identifying where and when to collect feedback—allowing your customer feedback management platform to deliver more relevant, actionable insights at each key touchpoint.
In this episode of CX Minute, Christian Watier explains how various customer measurement methods—audits, mystery shopping, and satisfaction surveys—interconnect to build a complete customer journey view and improve your CX strategy.
Lanla does more for you.
Together, we create the future of your business!
01
Customized
Tailored surveys to effectively engage with your customers.
02
Decision-making
Key insights for making informed decisions.
03
Scalability
Real-time detractor management module. React swiftly!
04
Support
High-quality support and guidance structure
Contact us
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Toll-free: 866 333-5265
Phone: 450 464-5265
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