Improving employee engagement: actionable tips from client success

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Figure out what really matters to your customers

Become truly customer-centric with a well designed Voice of the Customer feedback program.

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Voice of the Customer

We’ve heard it all before right? To be competitive and stay ahead of the game, organisations must measure customer, client, member, stakeholder and patient satisfaction and be customer-centric.

Well it is true. Successful organisations think and act differently. Our research shows that listening and adapting to customers’ needs is one of the seven business habits that differentiates high performance organisations from low performance ones.

Link customer feedback to strategy

To become truly customer-focused, organisations require a well designed, evidence based Voice of the Customer feedback program that drives accountability for key business outcomes. Step one is to work out what really matters to your customers.

Whether it’s a short NPS or satisfaction survey to quickly gauge customer feedback, an ongoing customer transaction monitor, or a comprehensive overview of what drives your customers on their journey with you, we help you understand and meet the needs of your customers using our unique Voice of the Customer framework.

Our Voice of the Customer Framework

Insync works closely with clients to design their own individual Voice of the Customer Measurement Framework that incorporates the organisation’s vision, Customer Value Proposition and strategy. The framework is built using input from both employees and customers and results from Customer Journey Mapping.

How can I drive change with customer feedback?

Statistical analysis determines which factors (drivers) are most important to customers and in particular, most important to achieving the chosen KPIs (outcomes). Once the framework has been implemented and priorities for driving organisational success have been identified, leadership teams can then focus efforts on implementing two to three meaningful initiatives that can truly transform the business.

Insync helps track the impact of these initiatives on KPIs with short, “in the moment” feedback loops that engage and empower employees and drive their accountability to specific outcomes.

Customer satisfaction surveys

Traditional customer satisfaction surveys have come a long way but they essentially capture and measure the voice of the customer, and highlight gaps between what the customer needs and expects, and what you deliver. Customer satisfaction surveys measure the likelihood of your customers buying from you again and again, and satisfied customers will turn into loyal advocates for your business that are worth their weight in gold.

Our customer satisfaction survey framework has evolved too – from measuring customer perceptions and satisfaction about service, price and quality, to linking the customer experience to company strategy and vision and ensuring the voice of both customers and employees is heard.

Customer satisfaction survey template

Here are some sample customer satisfaction survey questions to get you going. You can always contact us if you’d like more information or help with your customer feedback strategy.

  • How likely would you be to recommend [Supplier] to family and friends?
  • [Supplier] do their upmost to meet my needs
  • [Supplier] treats me with respect
  • [Supplier] took time to understand my needs
  • [Supplier] staff do what they say they will do
  • I am satisfied with the service I have received
  • I am supported to make positive choices
  • I am more confident for the future

Voice of the customer offering guide

Click below to download our voice of the customer offering guide. Alternatively, click here for a video overview.

What our clients say

Insync Testimonial
Insync carried out a survey of water consumers across Australia and NZ that has provided very useful insights for our sector. The specialist knowledge of James Garriock and his team made the difference in the design, delivery and interpretation of the survey results. It is wonderful to work with a consultant who knows our industry so well.
Evelyn Rodrigues

Manager, Customer and Community
Water Services Association of Australia

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