CustomerSure

Is your VoC programme delivering measurable results?

Book a short call.

At a time to suit you, one of our principal consultants will listen to your goals, what you’re doing to achieve them, and what challenges you’re facing. Here’s what you’ll leave the call with:

  1. Assessment of your current VoC maturity level.
  2. Understanding of how other firms link VoC to their bottom line.
  3. Actionable advice to move up at least one step in the maturity model.

If we’re a good fit, we can explore working together further. But there’s no obligation.

How does your VoC programme measure up?

If your organisation is in the UK, Europe, or North America, with 200+ employees, fill in your details and we'll be in touch.

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If we can help you, we’ll be in touch.

If you haven’t heard back from us in a day or so, please get in touch to find out what’s taking us so long: support@customersure.com.

CustomerSure’s VoC Maturity Model

1

Novice

No feedback programme.
Customer sentiment unknown

2

Foundational

Sporadic feedback collection
Customer insights stale

3

Developing

Basic VoC Programme
Positive impact on loyalty

4

Strong

Integrated VoC programme
Customers recommend reactively

5

Best-in-Class

Real time VoC programme
Customers recommend proactively

Business Outcomes

Poor Performers
26%
Average Performers
50%
Top Performers
24%

More than one bad experience = 80% of customers will change brand

53% of businesses believe they offer good CX, only 15% of customers agree

Only 1 in 26 unhappy customers complain, but 1 in 9 share their negative experience with 15+ people

Companies that lead in customer experience outperform laggards by nearly 80%.

At least 1 point CSAT below sector average = 0.1% revenue growth (vs 4.1% average)

More than double the revenue growth of CX laggards between 2016-2021

94% customer retention rate

15-25% increase in cross-selling

20-30% higher satisfaction and engagement

5-10% higher wallet share

86% of buyers willing to pay more for a great customer experience

At least 1 point CSAT above sector average = 7.4% revenue growth (vs 4.1% average)