Your customers like you. Just ask. Recent MaritzCX studies show that voice of the customer (VoC) survey respondents who are prompted to share a positive or “celebration” comment during the survey are five times more likely to provide feedback. What’s more, in some instances, MaritzCX found over 80 percent of that verbatim to be complimentary of the customer’s experience.
Many customer experience tracking programs, or VoC surveys, contain hot alerts prompting the respondent to express an issue or concern they might have encountered during the sales or service process. In turn, these descriptive comments prove extremely valuable to companies, enabling them to quickly address the customer’s problems.
Such alerts and subsequent fixes are critical to an organization’s success, but why all the negativity? They must be doing something right.