G'day All! New member and first poster here.
I'm driving my organisation's VOC program. We've started with a Phase 1 Net Promoter System to gain a baseline NPS Score and feedback. This worked quite well (Hubspot into Salesforce, segmented data and a Close-Loop process).
I am developing Phase 2 now with a different platform and looking back at Phase 1, the main issue was with response rate. About 16% overall and only responses from a bit less than half of our accounts. Given that we hadn't surveyed before, we sent out a pre-emptive communication from our MD to clients giving them a heads up and why we were doing it. Still, not a great response and definitely a focus for improving in the second Phase of the program.
My questions for discussion:
- What are some strategies for positioning a VOC program with customers?
- How are people explaining their program to customers?
- What are you communicating to customers?
- What have you seen work well, and not work well?
This is in the context of medium to high touch SaaS, but would love to hear all perspectives!
Thanks,
Sam