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. Sectors such as retail, restaurants, hospitality, banking, healthcare, eyeware, real estate, automotive, insurance, transportation, B2B, renovation, event management and senior living see measurable results from Voice of Customer (VoC) satisfaction surveys.
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 customer journey?
The customer journey is the series of steps and interactions a person experiences with your business, from discovery to after-sales support. A customer journey map represents those steps, documenting touchpoints, expectations and pain points. It helps you decide where to collect feedback and which moments of the experience to examine.
Why map the customer journey?
Journey mapping helps identify when a Voice of Customer (VoC) survey will be relevant: after a purchase, an installation or a support request, for example. Questions then focus on the experience and the customer’s expectations. Responses help identify pain points, guide follow-up and prioritize improvements.
Why combine VoC and mystery shopping?
Audits and professional mystery shoppers check whether service standards are being followed. Consumer mystery shoppers explore the gap between the service delivered and how it is perceived. VoC surveys measure satisfaction in relation to expectations, helping you respond promptly to dissatisfaction. In this episode of CX Minute, Christian Watier explains these complementary methods through the Customer Experience Square.
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
Let's talk
Call us or write to us!
Toll-free: 1-866-333-5265
Québec: 450-464-5265
Ontario: 905-420 5952
Fields followed by an * are mandatory.
