Surveys going nowhere? Let’s build a program that acts.
We build the voice of customer program that turns feedback into fixes, then hand it to your team, set up to grow without adding headcount.
Where voice of customer programs stall
Most companies already collect plenty of feedback. It stalls somewhere between the survey and the fix.
The score gets reported, never explained.
NPS dropped four points and the monthly deck says so. Nobody can say why, because the comments that would explain it were never read.
Nobody owns what customers say.
Feedback about billing, the product and delivery all lands in one inbox. Everyone can see it, so no team acts on it.
The customer never hears back.
They took the time to tell you what went wrong, and got silence. The next survey gets ignored, and so does the one after it.
Every team runs its own survey.
Product, marketing and support each ask customers something different, with their own tool and their own score, and none of them agree.
The real feedback is in the support queue.
Thousands of tickets and calls a month say exactly what’s broken. None of it makes it into the VoC report, which only counts survey replies.
What our voice of customer consulting covers
VoC program design
What you need to learn, which decisions it feeds, and who owns each answer, before a single survey goes out.
NPS, CSAT and CES surveys
The right metric at each moment, short surveys people finish, and sample sizes that hold up by segment.
Listening beyond surveys
Support tickets, call transcripts, reviews and cancellation reasons, read alongside the scores.
Feedback analysis
Open comments tagged into themes you can count, so the monthly readout says why the score moved.
Closed-loop follow-up
Unhappy customers called back within days, and every recurring theme assigned to a team with a date.
Automation and tooling
Tagging, routing and alerts set up in the helpdesk or survey tool you already have. No new platform required.
The right question at the right moment
NPS, CSAT and CES answer different questions. A typical program uses each where it tells you something, instead of sending one survey to everyone.
- After onboardingCES
How easy was it to get started? Effort predicts disloyalty better than satisfaction does.
- After a support contactCSAT
Did we solve it? Scored per contact, so it lands on the team and channel that handled it.
- Every quarterNPS
Would you recommend us? A read on the whole relationship, not one interaction.
- On cancellationExit survey
Why are you leaving? One question and a free-text box, read by someone every week.
A closed-loop process your team runs without us
A VoC program earns its keep after the survey. We install a rhythm: feedback tagged and routed every day, unhappy customers called back within two days, themes turned into dated fixes every month.
Every step has an owner on your team, and the repetitive work is automated, so the process holds up when volume doubles and doesn’t depend on us being in the room.
The operating rhythm
- DailyNew feedback auto-tagged and routed to an ownerAutomated
- Within 48hUnhappy customers called backTeam leads
- MonthlyTop themes reviewed, each fix given a dateProduct and ops
- QuarterlyLeadership readout and a survey refreshProgram owner
Built to scale, then handed over
We build it in your tools, with your people, so it keeps running after we leave and grows without adding headcount. This is what your team keeps.
A tagging taxonomy
Themes your whole company agrees on, built to grow as the product and channels do.
Routing rules and owners
Every theme has a team and a named owner, so nothing lands in a shared inbox.
Automation in your tools
Tagging and alerts run inside what you already use, so ten times the feedback doesn’t need ten times the people.
A closed-loop playbook
Who calls back, how fast, what they can offer, and how customers hear what changed.
A readout template
The monthly and quarterly readouts, set up so they take an hour to produce, not a week.
A trained program owner
One person on your team who runs the rhythm and keeps the taxonomy honest.
How an engagement runs
Most programs are live in six to ten weeks, and you can stop after the first call.
Discovery call
Fifteen minutes on what you collect today and what happens to it.
Audit
Every survey, score and feedback source you have, and where each one goes.
Design
Which question at which moment, who owns each theme, and how the loop closes.
Launch
Surveys, tagging and routing set up in your tools, with your team trained to run them.
Hand over
Your program owner runs the rhythm, and we review the first quarter with you.
Not sure feedback is the problem?
The six-week CX assessment looks at your feedback program alongside strategy, journeys, operations and technology, and tells you where to start.
Free advice while you think it over
All articlesHow to build a VoC program
The parts every program needs, the maturity stages, and where most of them stall.
Voice of customer analytics
Turning open comments, tickets and calls into themes you can count and act on.
CSAT vs NPS vs CES
What each metric measures, when to use it, and how to read them together.
Tell us what your customers are saying.
Fifteen minutes, no deck. Bring your surveys, your scores and the feedback nobody has time to read, and you’ll leave knowing what a program that runs without us would take to build.
Book a free 15-min call Rather write? hello@rethinkcx.com