Voice Of the Customer

Published by: Richard Barton

2017.10.04

RED C UK has developed a bespoke real-time customer research programme for a major International broadcaster. On a daily basis we collect feedback across the main customer touchpoints within 24 hours of the experience.

The survey is conducted online with c.10,000 customers each quarter taking part. Customers are recruited immediately following an experience with the brand across different touchpoints such as new sales, installation, customer service and payments.

A core element of the programme is the immediate provision of customer responses via a custom-built online portal. This provides the main stakeholders with the freedom to keep abreast of key movements in KPI data in real time.

Providing our client with immediate feedback on customer experience has empowered the business to make instant improvements in service at key touchpoints through our ‘closed loop’ system. Furthermore, RED C UK has provided our client with regular insight reports that allows the business to monitor performance and make strategic decisions on where best to focus their investment.

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