Voice of the Customer Metrics Analysis

Take this course

• CX leaders seeking to demonstrate the ROI of CX initiatives
• CX, Customer Support, and Insights Teams aiming to optimize NPS and CSAT metrics and align them with key business goals
• Analysts looking to quantify the impact of CX on key business metrics

Success Planning

Understand what key metrics you need to track when analyzing the voice of customer

Data Collection

Learn how to design surveys, collect customer feedback, and combine it with behavioural and transactional data

VoC Analysis

Find out why your NPS or CSAT changed, which customers were affected, and how it impacts your strategic goals

Sharing & Reporting

Share insights with different stakeholders and build cross-organizational reporting

Taking Action

Use insights to optimize customer journeys, drive customer loyalty and retention

Return of Investment

Everything you need to know about measuring the impact of the changes you made

1. Introduction

   1. Introduction to Voice of the Customer Analysis

2. Key Metrics in VOC Analysis

   1. Overview of the Key Metrics

3. Use Case Delivery Framework

   1. Achieving the Benefits
   2. Inputs for Analysis
   3. Data Enrichment
   4. Data Classification
   5. Insights Sharing & Reporting
   6. Insight Extraction
   7. Taking Action & Prioritisation
   8. Measuring Impact
   9. Culture & Organisational Set Up

4. Voice of the Customer Analysis Quiz

   1. Voice of the Customer Analysis Quiz

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About this course

• Free
• 12 lessons
• 0.5 hours of video content

Dmitry Isupov

Co-Founder of Chattermill

Dave Ascott

Strategy Lead