How does the Voice of the Customer program work?

Over the years, we have learnt that if our customers are not happy – well, neither are we! So, to keep our fingers on the pulse and ears to the ground- we rely on your feedback; it means everything to us! We proactively engage with our customers to get their feedback as they interact with our different customer service touchpoints. Since 2021 we have captured thousands of comments from customers, good, bad and everything in between.

What types of interactions do we get feedback on?

We know that customers have more than one interaction with our team at Magnet+ so, we ask for feedback across a range of touchpoints. We call this our Voice of the Customer program.

  • Technical support services
  • Sales / account management
  • Fault reporting
  • Product suitability
  • Installation team

All of us at Magnet+ are actively involved in our Voice of the Customer (VoC) program. The truth is, we ask to understand our customers’ experience and then using the feedback provided, we rally the entire team to make sure it is a positive one.

What do we do with the feedback?

We systematically send out surveys to our customers to better understand their experience with us. This is all managed through our CRM software. If a less than positive score is returned on a survey (Anywhere between 0 to 6 out of 10 is considered a detractor score), the customer champions team will then get in contact with that customer to understand what went well and what didn’t go so well. This is to understand how we can put things right and resolve the issue that the customer experienced. Our customer support team will maintain lines of communications with the customer through the process until the issue is resolved.

We also have a process in place where if an issue keeps on arising, we will prioritise identifying a solution, to ensure that it won’t happen again. This means that customer feedback has a benefit for future customers as well as the individual customer who was having an issue.

An example of the way that we have used customer feedback, and our Voice of the Customer program, is in identifying better, more fit for purpose products that are available to customers.

More on Voice of the Customer.

Do you ever wonder what we do with your feedback? JP Watters talks about how he works with customers who have given a detractor score to improve their overall customer experience.

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