Voice of the Customer (VoC) | Ipsos
Customer Experience

Voice of the Customer

Listening to the Voice of your Customers (VoC). Creating a single source of customer truth.

Customer Experience (CX) starts with people; it starts with understanding that customers make decisions that affect a company’s bottom line. Organisations need to understand how customers make these decisions and how to influence them during the customer journey.

We help companies listen to their customers in a systematic and holistic way: across the span of the customer journey and at each touchpoint and point of interaction.

The ‘Forces of Customer Experience’ is a human-centric framework created by Ipsos to help organisations better understand customers’ emotional and functional needs. Based on extensive R&D, the framework enables organisations to build stronger customer relationships and take their CX strategy to the next level.

Whether via CX Relationship or CX Transactional customer feedback programmes, we identify 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 for you?
  • 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.

Learn more about Customer ExperienceCustomer Experience Analytics and Customer Experience Advisory.

To read our latest CX white papers, head to ‘Innovation & Knowledge’.

To listen to our Customer Perspective podcast, head here.