The Challenge
Our client knew customer satisfaction was slipping but could not see why. Feedback was scattered across phone, in-person, web, and email, with no consistent way to measure it or compare channels. Leadership needed one trusted view of the customer experience, refreshed often enough to act on.
Our Approach
We designed a multi-channel Voice of the Customer program and built it in Qualtrics, with a shared core of metrics so results were comparable across touchpoints. We measured NPS, CSAT, and CES, and ran driver analysis to identify what actually moved satisfaction rather than what people assumed mattered. To keep the sample representative between transactional waves, we drew on national panel partners for periodic benchmarking, and we paired the quantitative tracker with customer interviews to explain the shifts the dashboards picked up.
The Outcome
The program now captures around 12,000 responses a year through live, role-based dashboards leaders check on their own. Driver analysis revealed that resolution speed, not price, was the biggest detractor, which redirected investment. Over 18 months, NPS rose from 22 to 41 and first-contact resolution improved measurably. The quarterly readouts and action workshops we facilitated turned the data into a standing improvement cycle rather than a once-a-year survey.
