A Voice of the Customer analysis program is a systematic way for companies to examine VoC survey data. The purpose of a VoC analysis program is to identify and track trends in customer sentiment in order to develop action plans to improve the customer experience.
The most important step in your Voice of the Customer program is analyzing the data you collect.
By following the techniques and questions we listed above, you are sure to gain some valuable insights. Now, it’s time to analyze all this data.
Here’s how to get started.
1. Measure the success of your program based on the number malta mobile database or percentage of responses. If you sent out 200 surveys but only received 30 responses, it’s worth revisiting the methods you used. For example, if you’re targeting a younger audience, they may prefer social media outreach rather than surveys.
2. Identify trends and common themes. Do most of your customers want you to offer a chat service? Are most customers satisfied with the response speed of your service team? It’s important to know how many people agree with this, because then you can prioritize your initiatives.
3. Consider adding your findings to a simple reference document, such as a Google Doc. After analyzing feedback on consumer behavior and preference trends, add these new insights to your buyer personas. This helps you gain a more complete understanding of your target audience.