If you don’t measure the customer experience, you can’t improve the customer experience.
DB Kay will help you define your VoC strategy, implement it, and analyze collected data to suggest improvements.
Define the Strategy
DB Kay will work with you to
- Define research objectives (key principle: never ask a question if you’re not willing and able to act on the answer you get!)
- Determine audiences and segmentation (IT vs. business users vs. decision-makers, for example)
- Define a portfolio of listening posts: relationship surveys; transactional surveys; case analytics, including article reuse; social listening posts; web analytics; and others
- Decide when and how to collect data through these posts
- Establish hotsheet and service recovery processes
Develop the Surveys
Based on an established strategy, DB Kay will
- Draft survey instruments that meet the core research objectives, while requiring the least effort from users
- Test the survey instruments with selected users
- A:B test live survey instruments and experiences to increase response rate
Analyze the Results
DB Kay will help make VoC data actionable by some of all of these tasks
- Summarizing description statistics for numeric / enumerated data
- Bucketing textual content by topic and sentiment for quantitative analysis
- Extracting compelling and representative textual responses
- Analyzing correlations between responses or demographics and outcomes (e.g., Net Promoter Score)
Providing specific recommendations for improving outcomes
