Voice of the Customer

Customer Experience (CX) starts with people; it starts with understanding customers and at Ipsos we’ve been doing that for over 40 years. Customers make decisions that affect the bottom line. Organisations need to understand how they make these decisions and how to influence them at any point in time.

We help companies listen to their customers in a systematic way: about their relationship with them as a whole; across the span of the customer journey and at each touchpoint and point of interaction.

Whether via CX Relationship or CX Transactional programmes, you need to know which customers to speak to, when, what to ask them – and what not – and how. We design and deploy comprehensive Voice of the Customer listening programmes ranging from real-time touchpoint feedback to strategic evaluations of end-to-end consumer and B2B customer relationships.

We offer a portfolio of customer feedback platform solutions. We partner with industry-leading Experience Management (XM) software providers, but are software independent. With a thorough understanding of your needs, we help you select and implement the platform that’s right for you now and in the future.

Our CX experts will help you answer the following questions:

• Is your CX measurement programme fit for purpose?
• Is your VoC programme integrated with your CX measurement ecosystem?
• Is the Net Promoter Score (NPS) the right KPI?
• Is your programme delivering the right KPIs and information to the right people, at the right time, in the right way?
• Are your customers enjoying a great feedback experience?

We integrate transactional and relationship VoC programme data with other research, employee, operational, financial and customer data, to give you a holistic CX picture.