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Focused feedback: the voice of the customer

Change thrives or dies on feedback. Feedback is vital for any organisation that’s striving to learn and improve. It’s only through focused feedback that productive growth can occur.

There are many, expensive VOC surveys, but few that deliver critical insight. Before launching another survey on your clients, don’t just tick the box. Instead, ask yourself:

What problem are we trying to solve?
How does it contribute to our bottom line?
Will we gain critical, actionable insights?
Are we assessing the key client relationship dimensions?
How does it test our credibility?

Is your feedback growing your business?

What’s more important: Listening to learn or just being listened to?

We track the Voice of our Customer regularly
Good to hear. How might your clients characterize your efforts to hear from them?
Umm…regular
How might that influence the quality or depth of what they are feeding back to you?
You know I never thought about that before.