[vc_section full_width=”stretch_row” css=”.vc_custom_1559125616455{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;background-color: #f4f4f4 !important;}” el_class=”cspn-banner scheme-blue”][vc_row full_width=”stretch_row” css=”.vc_custom_1559125626209{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background: #111111 url(http://bbp.gce.mybluehost.me/wp-content/uploads/2019/04/home.jpg?id=81) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}” el_class=”bg-overlay-60pc”][vc_column css=”.vc_custom_1558094975265{margin-top: 0px !important;margin-right: 0px !important;margin-bottom: 0px !important;margin-left: 0px !important;padding-top: 0px !important;padding-right: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;}”][cspn_banner spacer=”yes” heading_elem=”h1″ heading_elem_content=”Voice-of-the-Customer Program” tagline_elem=”p” tagline_elem_content=”” scrollto_triangle=”” cta_button=”” btn_link=”url:http%3A%2F%2Fmycspn.com%2F|title:FIND%20OUT%20MORE||” css=”.vc_custom_1615824566284{padding-top: 30px !important;padding-bottom: 50px !important;}”][/vc_column][/vc_row][/vc_section][vc_section full_width=”stretch_row” css=”.vc_custom_1568211303378{margin-top: 0px !important;padding-top: 0px !important;padding-bottom: 30px !important;background-color: #f4f4f4 !important;}” el_class=”watermark watermark-right watermark-attach-bottom watermark-no-min-height”][vc_row css=”.vc_custom_1615824184589{margin-top: 50px !important;padding-top: 20px !important;}”][vc_column][vc_column_text]

CSPN’s Voice-of-the-Customer methodology helps organizations retain customers, build better products, deliver better services, and systematically understand customer experience in order to drive change. We design VoC programs aligned to the customer journey to capture the most relevant, cross-channel data that will drive actionable insights. We do this by segmenting customers, mapping key journeys, integrating digital and in-person data capture tools and transforming data to insights.

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Key Outputs

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  • Baseline Customer Segments & Customer Journey Maps
  • VoC Measures, Metrics, & Systems / Tools Framework
  • Program Governance & Activation Roadmap

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Key Value

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  • Empower employees to make data-driven decisions with confidence
  • Stay aligned with customer needs and ahead of continuously changing expectations
  • Drive impactful CX changes and improvement initiatives that add value to customers

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Determine where your customer service
is missing the mark

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Customer and Employee Surveys

[/cspn_content][vc_column_text css=”.vc_custom_1568216868250{margin-top: 0px !important;margin-bottom: 15px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”]Customer satisfaction surveys, support tickets, and analytics from your business website provide a basic assessment of the customer experience you provide.[/vc_column_text][/vc_column][/vc_row][vc_row gap=”15″ css=”.vc_custom_1568211332802{margin-top: 0px !important;margin-bottom: 45px !important;padding-top: 0px !important;}”][vc_column width=”1/2″ css=”.vc_custom_1568216578972{margin-bottom: 0px !important;padding-bottom: 0px !important;}” el_class=”vc_col-sm-push-6″][cspn_content scheme_color=”#2480bb” font_size=”18px” line_height=”1.4em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”yes” custom_bullets=”yes” custom_bullets_color=”#2480bb”]

  • Support tickets show how quickly and completely an issue was resolved, as well as which services and products are causing the most issues.
  • Analytics from your business website and other digital locations record exactly what your customers want from your business.
  • Employee surveys demonstrate what internal mechanisms of your company might need improving.
  • All of these tools provide valuable feedback that your company can use to pinpoint problems.

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How We Approach Customer Experience and Service Feedback

[/cspn_content][vc_column_text css=”.vc_custom_1568217057467{margin-top: 0px !important;margin-bottom: 15px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”]CSPN handles all the steps toward a productive customer feedback system for you. Here’s how our process works:[/vc_column_text][/vc_column][/vc_row][vc_row gap=”15″ css=”.vc_custom_1568211338666{margin-top: 0px !important;margin-bottom: 45px !important;padding-top: 0px !important;}”][vc_column width=”1/2″ css=”.vc_custom_1567781944977{margin-bottom: 0px !important;padding-bottom: 0px !important;}”][cspn_content scheme_color=”#2480bb” font_size=”18px” line_height=”1.4em” text_color=”#595d5f” remove_vertical_margins_paddings=”” remove_shortcode_autop=”yes” custom_bullets=”yes” custom_bullets_color=”#2480bb”]

  • We consult with you to determine what potential problems your business is experiencing with its customer experience and customer service.
  • We develop comprehensive surveys based on the needs of your business.
  • Our team contacts your customers and collects feedback about your products and services.
  • All of the feedback is compiled into a report and shared with you.
  • We work with you to assess why specific problems occurred and whether they highlight deeper problems within your organization.

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Our Customer Experience Maturity Assessments

[/cspn_content][vc_column_text css=”.vc_custom_1567784423398{margin-top: 15px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”]CSPN’s experience in designing customer and employee surveys enables us to maximize the amount of information you gain and the conclusions you draw from surveys and studies. We help you transform raw data into actionable steps that your organization can carry out to improve its internal and external processes.[/vc_column_text][/vc_column][/vc_row][vc_row css=”.vc_custom_1567784222795{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}”][vc_column width=”1/6″][/vc_column][vc_column width=”2/3″][cspn_content scheme_color=”#2480bb” font_size=”36px” line_height=”1.2em” text_color=”#2480bb” remove_vertical_margins_paddings=”” remove_shortcode_autop=”” custom_bullets=””]

Get more out of the customer feedback process with our hands-on approach

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