Beyond Surveys: Capturing the Voice of Customer Using Data Analytics

Surveys have indeed been recognized as a valuable tool for customer experience leaders to gather essential customer information. While surveys can provide valuable insights, businesses need to be aware of the potential disadvantages. Relying solely on surveys for customer understanding can lead to limited perspectives, as not all customers may be willing or able to participate in surveys.

Surveys may not capture the complexity of customer experiences or emotions, as they usually provide predefined options. Moreover, surveys may not always capture the underlying reasons behind customer preferences or behaviors, requiring additional qualitative research methods. Hence, businesses should consider combining survey data with other sources of customer feedback for a more comprehensive understanding.

The Limitations of Relying Solely on Surveys to Understand Customers

Check a few limitations customer experience leaders will face while using a survey for customer experience analysis.

1. Data Quality Issues:

The scales, questions, and survey delivery methods can create biases, leading to inaccurate or skewed responses. Confusing questions or poorly designed survey formats can further increase these issues, resulting in unreliable data that does not truly reflect customers' opinions and preferences.

2. Low Response Rates:

Obtaining sufficient responses to make meaningful conclusions can be a struggle. Customer response rates can often be disappointingly low, sometimes as low as single-digit percentages. This hampers the representativeness of the collected data and limits the company's ability to understand customer needs and the sentiments of a different customer base.

3. Survey Fatigue:

Customers are often bombarded with requests to provide feedback. As a result, many customers suffer from survey fatigue, leading to decreased motivation to participate or provide thoughtful responses. Survey fatigue can skew the results and impact the overall reliability of the data collected.

4. Incomplete View of Customer Expectations:

Surveys generally have limited questions that focus on specific aspects of customer experience or satisfaction. Customers may have valuable insights and opinions not directly addressed by the survey questions, leaving companies with an incomplete understanding of their customer's preferences and desires.

5. Lack of Real-Time Insights:

Surveys are typically conducted at specific points in time or periodically, which can result in a lag between data collection and action-taking. This delay in receiving and analyzing survey responses can hinder a company's ability to promptly address customer issues, concerns, or changing preferences. Real-time insights are crucial for companies striving to remain agile and responsive in a highly competitive business environment.

6. Missing Indirect and Inferred Customer Data:

Surveys primarily rely on customers' self-reported data, which may not always provide a complete picture. Indirect and inferred information, such as behavioral data, past purchase history, or social media interactions, can offer valuable insights into customer preferences and motivations. Surveys typically overlook these indirect sources of information, further limiting companies' understanding of their customers.

Shifting Landscape: The Evolution of Voice of Customer Methods

By combining survey data with other sources, such as real-time data analytics, observational research, or social listening, companies can gain deeper insights into their customers and make more informed and customer-centric decisions.

Because the perceived value of surveys as the Voice of Customer (VoC) method is diminishing over time compared to other approaches. According to Gartner's survey in 2022, a majority of organizations (60%) that have Voice of the Customer programs will supplement traditional survey methods by examining customer interactions through voice and text analysis by 2025.

This shift can be attributed to several factors. As technology advances, organizations increasingly rely on more sophisticated methods such as customer data analytics, predictive analytics, digital analytics, speech analytics, text analytics, and social media analytics. These methods provide real-time and comprehensive insights into customer preferences and behavior, enabling businesses to make data-driven decisions more efficiently.

Using Data and Analytics for Voice of Customer Programs

Customer experience executives now have access to many structured and unstructured data sources that provide a more comprehensive view. By leveraging data and analytics, customer experience leaders can access structured customer data from sources like CRM systems, customer feedback, complaints, and reviews. Additionally, they can tap into unstructured data from social media, phone calls, IoT devices, communities, clickstream data, and chats/email interactions. The key lies in collating and analyzing all this data to derive meaningful insights that provide a holistic idea of customer sentiments towards the brand.

Unlike surveys, which may provide limited insights based on specific questions, a holistic data and analytics approach allows customer experience leaders to better understand customer sentiments. It enables them to identify customer patterns, trends, and anomalies across multiple data sources, leading to more accurate and comprehensive insights.

Implementing a Data Analytics Framework in a Customer Experience Program

One way to achieve this is by implementing a robust data analytics framework within a customer experience program. This framework allows businesses to collect, analyze, and interpret customer data to gain valuable insights and proactively enhance the customer journey.

To effectively implement this framework, businesses must consider three critical aspects: people, process, and technology.

People - Analytics Talent and Support:

To execute against priorities for Voice of the Customer (VoC), ensuring that you have the right analytics talent and support is crucial. This includes hiring individuals with strong analytical skills and expertise in customer experience analysis. Additionally, companies should invest in ongoing training and development programs to keep their teams updated with the latest analytics techniques and tools. With the right people in place, businesses can effectively collect and analyze customer data, uncover actionable insights, and make solid decisions to improve the customer experience.

Process - Cross-Functional Collaboration:

Collecting and analyzing customer data involves collaboration across different departments and functions. Companies need to break down silos and foster cross-functional collaboration to ensure the seamless flow of data and insights. This can involve regular meetings and workshops where teams share data, prioritize use cases, and discuss customer insights. By fostering collaboration and establishing transparent data collection and analysis processes, businesses can future-proof their customer programs and ensure a consistent and holistic approach to customer insights and actions.

Technology - Tools and Technology for Data Analysis:

To effectively collect, connect, analyze, and interpret VoC data, organizations need to have the right tools and technology in place. This includes robust data management systems to handle customer data ingestion, processing, and storage. Advanced customer experience analytics tools are essential for performing diagnostic, predictive, and prescriptive analytics to gather insights and trends in customer behavior. These tools should provide visualization capabilities to present the data clearly and informally.

Moreover, technology should also enable organizations to automate processes, such as real-time data collection and analysis. Businesses can gain timely insights and deliver personalized customer experiences by leveraging automation and artificial intelligence.

To conclude,

Surveys cannot give a complete picture of customer needs and expectations. So, implementing a data analytics framework within a successful customer experience program is essential for organizations looking to drive ROI and deliver positive customer experiences. Businesses can ensure they have the right analytics talent, cross-functional collaboration, and the necessary tools and technology to effectively collect, analyze, and interpret VoC data by considering the people, process, and technology aspects. By leveraging these insights, organizations can make solid decisions and take proactive actions to enhance the customer experience and drive tangible business results.

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Beyond Surveys: Capturing the Voice of Customer Using Data Analytics

Clootrack