Assesses how customers feel about their experiences and serves as a key driver of brand reputation and customer advocacy. It provides an end-to-end view of perceived experience quality across marketing, sales, service, and billing to capture how customers feel from quote to cash to support.
Required Editions
| View supported editions |
VOC Use Cases
- To track long-term brand loyalty and advocacy potential by using Net Promoter Score (NPS) trends.
- To measure immediate satisfaction with specific activities such as onboarding or case resolution by using CSAT scores.
- To identify cold accounts where low survey participation rates indicate a lack of engagement or potential hidden dissatisfaction.
VOC KPIs
| KPIs | KPI Purpose |
|---|---|
| Voice of Customer (VoC) Score by Cloud |
Isolates customer sentiment by department to reveal exactly which business unit is impacting the overall score. It prevents high performance in one area from masking poor experiences in another, enabling targeted executive intervention where it’s needed most. |
| NPS by Cloud |
Pinpoints specific lifecycle touchpoints driving or eroding loyalty, helping leaders differentiate between product advocacy and service dissatisfaction. It reveals if overall NPS declines stem from a specific area, such as service, guiding focused retention strategies. |
| CSAT by Cloud |
Provides a tactical view of satisfaction across specific interactions, allowing leaders to benchmark operational quality standards between departments. It quickly identifies friction points such as high delivery satisfaction but low billing scores to prevent issues at critical handoffs like renewal. |
| Account Watchlist |
Isolates accounts with significant fluctuations in perceived experience, such as sharp drops in NPS or CSAT. It allows leaders to identify and prioritize customers who are actively expressing dissatisfaction with their brand interactions before it impacts loyalty. |