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. You also gain access to our customer feedback management platform.
With this winning combination, you can:
Give your customers the ability to provide feedback directly through your online channels, thus deterring potential criticisms on social media.
Measure customer satisfaction after each transaction or interaction with your organization, in real-time and on a continuous basis via automated email invitations or on your invoices.
Rapidly identify pivotal experience elements requiring your attention and enhance your service offerings.
Act promptly to recover detractors and transform them into brand advocates.
Mobilize all managers within your organization around customer experience excellence, thereby bolstering overall satisfaction.
Listen to your customers.
Interact with them.
Simple and Relevant Dashboards and Summary Reports
Accessible through our Hexia platform, the dashboards and summary reports allow you to monitor completed customer surveys in real-time. You can track the evolution of results over time, by points of sale, and even by region, all filtered based on user access types. The filters are personalized to your company.
Track your key performance indicators:
• CSAT – Customer Satisfaction Score
• NPS- Net Promoter Score
• 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!
The Lanla advantages
Together, we create the future of your business!
Tailored surveys to effectively engage with your customers.
Key insights for making informed decisions.
Real-time detractor management module. React swiftly!
High-quality support and guidance structure