You measure customer feedback. Scores are reported, dashboards are maintained, surveys go out on schedule. Yet when someone asks which decisions have changed as a result, the room goes quiet.
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The problem is rarely the data. It is the absence of a working system that turns listening into action. This review establishes whether your programme is producing genuine improvement or simply activity, and sets out what to do about it.
- CX CONSULTANCY
Voice of Customer Programme Review
Find out whether your feedback is driving change, or simply being collected.
Is this your Organisation?
WHAT THE REVIEW COVERS
Six dimensions of a working programme
Your programme is assessed against the elements that separate a genuine listening system from a reporting exercise.
01
ARCHITECTURE
Listening architecture
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What you measure and where: your use of NPS, CSAT and CES, survey design, sampling, frequency and channel coverage, and the signals you never capture.
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03
ACTION
Close-the-loop process
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The inner loop of individual customer recovery and the outer loop of systemic improvement, and whether each has a defined owner, a process and a timescale.
05
CULTURE
Engagement and culture
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Whether the front line and leadership actually use the insight, or whether it has become a reporting exercise that sits to one side.
02
INSIGHT
Quality of Insight
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Whether your surveys generate reliable, actionable understanding or only headline scores, including how verbatim feedback and key drivers are handled.
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04
OWNERSHIP
Governance and ownership
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Who owns the programme, who is accountable for acting on it, and how it connects to operational and strategic decision making.
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06
VALUE
Demonstrated value​
Whether the programme can show its contribution to retention, loyalty and commercial results.
HOW IT WORKS
A focused engagement, run with your team
01
Scope
A short scoping conversation to agree focus and access.
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03
Interview
Interviews across the CX lead, the front line, operations and the executive sponsor. In some cases, with the client's agreement, customers may also be interviewed.
02
Review
A review of existing surveys, dashboards, process documentation and recent results.
04
Read out
Assessment against the framework, followed by a findings session with your team.
A written assessment of the current programme against each of the six dimensions, with a maturity rating per dimension and a clear target state. Presented in an executive readout, so the findings land with the people who can act on them.
WHAT YOU RECEIVE
The Voice of Customer Blueprint
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A maturity rating against each of the six dimensions
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Prioritised recommendations, sequenced for impact
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A target-state design: metrics, listening posts and close-the-loop process
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Recommended governance and reporting cadence
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An executive readout to align your team