This two-day workshop gives participants a solid foundation for designing, launching, or improving a Voice of Customer programme within their organisation.

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The programme is tailored specifically to your organisation. A two-hour consultation call ahead of the workshop ensures we understand your context, your customers, and your current measurement maturity before we begin – so the time together is spent on what matters most.

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Get in touch to discuss a proposal tailored to your needs.

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Course Overview

Listening to customers is not enough. What separates effective VoC programmes from box-ticking exercises is the ability to turn customer feedback into insight, and insight into action.

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This workshop takes participants through the full VoC cycle – from programme design and data collection through to analysis, prioritisation, and closing the loop with customers. Participants work with their own organisation as the reference point throughout, so the outputs are directly applicable from day one.

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The course is intended for those who have responsibility for, or are directly involved in, a VoC programme – as well as those looking to establish one. It is equally relevant for professionals working in customer quality management or continuous improvement who want a thorough grounding in proven VoC methods and frameworks.

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Course Takeaway

By the end of the two days, your team will have:

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• A clear understanding of VoC programme design, including the right metrics for different contexts (NPS, CSAT, CES and beyond)

• A structured approach to collecting, analysing, and acting on customer feedback

• The tools to identify where customer feedback should drive process improvement or service recovery

• A practical roadmap for introducing or strengthening a VoC programme within their organisation

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Course Coverage

• The purpose and principles of an effective VoC programme – what good looks like and why it matters

• Mapping your listening architecture: which metrics to use, when, and at which touchpoints

• Designing surveys and feedback mechanisms that generate honest, actionable responses

• Analysing VoC data: moving from raw feedback to meaningful insight

• Linking VoC findings to the customer journey and operational processes

• Closing the loop: how to respond to customers and demonstrate that their feedback has made a difference

• Governance and programme management: roles, responsibilities, and how to sustain momentum over time

• Building a business case for VoC investment and securing internal buy-in

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Get Started Today!

To discuss a programme tailored to your organisation, contact us at info@cx-excellence.com.