Voice of Customer

A VoC program describes the way an organization collects feedback, analyzes the data, distributes it to the right people, and takes action on these insights in order to improve customer experience, deliver positive business outcomes, and improve financial metrics.

• Web Surveys: We can use embedded surveys or questions built into a webpages to collect insights on how users are navigating a site, whether they find pages useful, and whether they've been able to accomplish what they came to do.
• After-call Surveys: By sending out surveys to customers that have called in to the call center, we can collect feedback on their call experience and measure their satisfaction with the service. We have helped Great Lakes, Nelnet, and Firstmark set these surveys up to reach their borrowers.

Send collected feedback to one place

• Data Analytics Dashboards: Collaborating closely with the Analytics team, data that is collected through VoC tools can be presented for ease of reading through dashboards. This data is always up to date and can be scanned quickly to assess trends, identify root causes, and drill into specific details.

Take action on insights 

• Customer experience improvements: When designing new or changed experiences, the insights gained from VoC can help identify priorities and informs design solutions  

Great Lakes: After-call survey

In collaboration with Great Lakes, we created a survey that collects feedback from loan borrowers who have called into the GL call center. The survey asks them to rate how their call experience was, and to elaborate on why they called and whether their issue was resolved.

1. Customer calls in to receive help. Follow-up email is automatically sent out the next day.
2. Customer fills out the survey with feedback about their call rep/experience.
3. Data is shown on a dashboard.
4. Stakeholders review dashboard monthly, call rep shoutouts, script/training improvement.