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.
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
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.
03
ACTION
Close-the-loop process
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
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
Whether your surveys generate reliable, actionable understanding or only headline scores, including how verbatim feedback and key drivers are handled.
04
OWNERSHIP
Governance and ownership
Who owns the programme, who is accountable for acting on it, and how it connects to operational and strategic decision making.
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.
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