Voice of the Customer.
Below you will find examples of decks and documentation I used to disperse customer feedback (qualitative and quantitative) across the organization. This ranges from weekly shared metrics, a Monday Summary, and a monthly VoC deck.
Weekly Shared Metrics.
Sample CX Reporting.
This is a deck of weekly metrics over a quarter at a high level then broken out by specifics for certain departments. Overall everyone would like to see general CX inbound metrics, while marketing would like to see subscription inbounds, and ops would like to see shipping inbounds.
Sample CSAT Report.
Reporting specifically on CSAT was helpful to understand where to focus effort. We could look at the overall CSAT score, but seeing it differ across categories helped different teams make changes that were impactful for our customers. So if most of our negative CSAT came from subscription inbounds, how to we address that?
Monthly Voice of the Customer Insights
-
NPS & CSAT
How did these stats shift (or not) this month? What were the biggest pieces of feedback we got through these channels? What was the biggest impact on the change?
-
Customer Quotes
Sharing positive and critical direct customer feedback. This is important feedback to share to keep the company connected directly to the customer base.
-
Customer Reviews
Reviews customers have left after interacting with the CX team. These are often based on a policy vs the actual interaction and are helpful for organizational context.
-
3 Customer Trends
Share three major trends we’ve seen across qualitative and quantitative data. How are people using the FAQs, are we seeing patterns in questions on the same day?
-
3 Order Issue Trends
What are the 3 top issues reported? Are these mechanical issues, packing issues, or packaging issues? Are they being addressed? Is a solution not working?
-
Next Steps
Things we can do for all categories to improve. What projects are we taking on to boost CSAT and NPS? How are we engaging our promoters and detractors?