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CX / VOC Audit

Customer insight is a powerful, often underused driver of strategic performance. By gaining a comprehensive understanding of your customer experience (CX), you can reveal where inefficiencies start, where expectations are missed, and where your business can focus for the biggest impact.

When it comes to defining your CX improvement strategy, it can help to take a step back, assess where you are now, where you would like to be in the future, and understand what insight you need to help achieve your goals.

Our CX Audit is an independent review of your approach, providing you with guidance on where to focus your efforts and offer recomendations on appropriate Voice of the Customer (VOC) research to feed into your strategy.

If your organisation is going through a period of change, focusing on CX improvement or wishing to implement a comprehensive VOC programme, get in touch to find out we can help.

What we do:

We're specialists in customer experience research and measurement - our CX / VoC Audit is an important part of our consultancy services.

We take a holistic view of an organisation's overall approach to customer experience and make recommendation on how to make improvements.

Combining an internal stakeholder and external customer view, we review your current position and goals for the future. We'll identify your key customers and develop a ‘VoC Blueprint’ detailing our recommended approach to capture, analyse, and leverage customer feedback to improve both customer satisfaction and strategic performance.

Our Approach

Stage 1- External discovery phase

Surveys and workshops to help you better understand how customers interact with your organisation. We'll help you identify key customer journeys, touchpoints and segments as well as clarifying the data available for research and how best to use existing customer insight.

Stage 2 - Internal discovery phase

Depth interviews with key internal stakholders to help clarify commercial objectives, requirements for customer insight and VoC expectations. Pairing the external discovery phase with an internal phase will give you an overview of your key customers and your goals for CX improvement.

Establishing a CX cultural barometer

An employee survey to understand how evolved your approach to CX is within your organisation.

Including all relevant departments / stakeholders will help you identifiy how well the customer is embedded in your processes and how customer centric your organanisation is.

You'll received detailed analysis including the differing views of customer and non-customer facing employees, cultural barrriers to increased centricity and priorities for improvement.

Voice of the Customer recommendations

We will help you create a VoC programme that meets the specific needs of your organisation.

You will receive a VoC Blueprint that will give you a recommended framework for capturing reliable, representative and commercially focused customer insight.

The Blueprint will help you create a VoC programme that meets the specific needs of your organisation, with insights being used to inform strategic decision-making, improving the customer experience and supporting regulatory compliance.

what you get:

External Discovery Phase

- Identification of key customer segments

- Customer journey / touchpoint anaylsis

- Qualitative insight

- Data evaluation

- Review of compliance requirements

Internal Discovery Phase

- Review of commercial objectives

- Clarification of VoC objectives & expectations

- Review of existing customer insight

- Qualitative insight from key stakeholder groups

CX Maturity

- Customer centricity recomendations

- Identification of cultural barriers

- Inclusion of relevant departments / stakeholders

- Insight on contrasting views of the customer

- Targets and headline metrics recommendations

- Storytelling and stakeholder comms

VOC Blueprint

- Research methodology recommendations

- Your tactical vs stratgic mix

- Data collection methods and frequencies

- Reporting requirements by stakeholder group

- Storytelling / engagement recommendations

- Suggested timelines

- Potential budgets for options recommended

An independent review of your customer experience and research.

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Get in touch

Get in touch to find out more about our CX / Voc Audit.

Contact us