Voice of the Customer metrics are imperative to implement at every stage of your sales and service process.
Net Promoter Score is the gold standard at the moment, although it doesn “t measure everything it could. I would add in at least one other option, such as Overall Satisfaction Matrix (OSAT) or the Customer Loyalty Index – even the Customer Effort Score (especially when dealing with a call center environment.)
The more data you have, the better. And the better your sales/support team are, the less “pushy” you will seem in getting this information from your customers.
Originally Posted: https://www.quora.com/What-is-the-value-in-using-Voice-of-the-Customer-measurements-during-your-sales-or-service-processes
Originally Posted On: 2016-07-18