A Voice of Customer (VoC) strategy is ideal for any business looking to improve their customer journey. Collecting valuable data with customer satisfaction surveys gives companies honest feedback to better understand their customers.

With a Voice of the Customer programme, businesses can put their customers at the heart of important decisions – demonstrating the value of their opinions and driving business success.

HOW VOICE OF CUSTOMER STRATEGY DRIVES BUSINESS SUCCESS

Listening to customers generates a healthier customer retention rate. Research shows that increasing customer retention rates by just 5% can increase profits anywhere from 25% to 95% (Bain & Company). With that statistic in mind, can your business afford not to have a VoC strategy?

An effective VoC strategy helps bridge the gap between businesses and their customers. Particularly if your objective is to build loyalty, improve reputation or increase revenue.

EFFECTIVE VOC METHODOLOGIES


In-the-moment survey kiosks

Survey kiosks are great for capturing in-the-moment feedback, which tends to be more accurate. Instant feedback is more likely to be fresh in the customer’s mind and true to how they feel at that time. It also allows for the issues to be resolved quickly, even before the customer has left your premises.

Learn more about the benefits of using survey kiosks.

In-app surveys

If you have your own app, we can integrate a survey into it. This means there’s no need for customers to leave the app, removing any barriers for users to leave feedback.

The in-app survey can be triggered to appear at specific points of the customer experience. If your customer has visited you, booked a ticket, used a fast-track pass or attended an event or class, the survey can be pushed automatically. 

Online surveys

Online surveys are cost-effective and flexible and great for collecting feedback after a visit or purchase. They can be designed with your logo, brand background colour or image and match your brand’s font style. Avius online surveys are mobile responsive and designed with the user in mind.

CUSTOMER FEEDBACK QUESTION TYPES

If you’re unsure how to get customer feedback, we’re here to help with tailored survey solutions. At Avius, we know which style of question is the best to use to provide you with actionable insights. Below are the most popular question types:

CSAT

CSAT questions help reveal your customer satisfaction levels. CSAT surveys are ideal for gauging how happy your customers are with your product or service.

Example of a CSAT survey question

Our rating scales are time-saving grid/matrix style questions. They collect customer feedback or rating on more than one item in one question.

Another popular CSAT question method are smiley face buttons. Customers can provide quick feedback in the form of smiley or unhappy faces. This method is simple to understand for all customers, including children, people with low literacy skills or international visitors.

NPS

Net Promoter Score® questions measure how likely your customers are to recommend your service or product on a zero to ten scale. This metric helps identify customer loyalty.

NPS question survey example

Multiple choice

Images, icons, or multiple answers make it easier and quicker for customers to complete your survey.

Open-ended

It’s important to understand the reasons behind the scores. Open-ended questions help reveal customers true feelings and attitudes towards your brand. They allow your customers to elaborate on certain issues, providing you with valuable and actionable insights.

CES

Customer Effort Score (CES) indicates how easy, or difficult, it was for a customer to complete certain action or interaction. For example:

Example CES survey question

View examples of our most popular survey options in our live demo.

Avius has been providing leading customer satisfaction surveys since 2006. To find out more about collecting customer feedback, please give us a call on 01202 559933 (UK office) or +1 561 815 0060 (US office), or use our quick online contact form.

 

A Voice of Customer (VoC) strategy is ideal for any business looking to improve their customer journey. Collecting valuable data with customer satisfaction surveys gives companies honest feedback to better understand their customers.

With a Voice of the Customer program, businesses can put their customers at the heart of important decisions – demonstrating the value of their opinions and driving business success.

HOW VOICE OF CUSTOMER STRATEGY DRIVES BUSINESS SUCCESS

Listening to customers generates a healthier customer retention rate. Research shows that increasing customer retention rates by just 5% can increase profits anywhere from 25% to 95% (Bain & Company). With that statistic in mind, can your business afford not to have a VoC strategy?

An effective VoC strategy helps bridge the gap between businesses and their customers. Particularly if your objective is to build loyalty, improve reputation or increase revenue.

EFFECTIVE VOC METHODOLOGIES


In-the-moment survey kiosks

Survey kiosks are great for capturing in-the-moment feedback, which tends to be more accurate. Instant feedback is more likely to be fresh in the customer’s mind and true to how they feel at that time. It also allows for the issues to be resolved quickly, even before the customer has left your premises.

Learn more about the benefits of using survey kiosks.

In-app surveys

If you have your own app, we can integrate a survey into it. This means there’s no need for customers to leave the app, removing any barriers for users to leave feedback.

The in-app survey can be triggered to appear at specific points of the customer experience. If your customer has visited you, booked a ticket, used a fast-track pass or attended an event or class, the survey can be pushed automatically. 

Online surveys

Online surveys are cost-effective and flexible and great for collecting feedback after a visit or purchase. They can be designed with your logo, brand background color or image and match your brand’s font style. Avius online surveys are mobile responsive and designed with the user in mind.

CUSTOMER FEEDBACK QUESTION TYPES

If you’re unsure how to get customer feedback, we’re here to help with tailored survey solutions. At Avius, we know which style of question is the best to use to provide you with actionable insights. Below are the most popular question types:

CSAT

CSAT questions help reveal your customer satisfaction levels. CSAT surveys are ideal for gauging how happy your customers are with your product or service.

Example of a CSAT survey question

Our rating scales are time-saving grid/matrix style questions. They collect customer feedback or rating on more than one item in one question.

Another popular CSAT question method are smiley face buttons. Customers can provide quick feedback in the form of smiley or unhappy faces. This method is simple to understand for all customers, including children, people with low literacy skills or international visitors.

NPS

Net Promoter Score® questions measure how likely your customers are to recommend your service or product on a zero to ten scale. This metric helps identify customer loyalty.

NPS question survey example

Multiple choice

Images, icons, or multiple answers make it easier and quicker for customers to complete your survey.

Open-ended

It’s important to understand the reasons behind the scores. Open-ended questions help reveal customers true feelings and attitudes towards your brand. They allow your customers to elaborate on certain issues, providing you with valuable and actionable insights.

CES

Customer Effort Score (CES) indicates how easy, or difficult, it was for a customer to complete certain action or interaction. For example:

Example CES survey question

View examples of our most popular survey options in our live demo.

Avius has been providing leading customer satisfaction surveys since 2006. To find out more about collecting customer feedback, please give us a call on 01202 559933 (UK office) or +1 561 815 0060 (US office), or use our quick online contact form.