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Voice of the Customer (VOC) Solutions
Voice of the Customer (VOC) Solutions
Voice of the customer (VOC) enables capturing feedback by KPMG professionals from both the engaging parties, and thereby providing a true understanding of the relationship
Voice of the customer (VOC) enablers
- Understanding the expectations of the customer and the level of satisfaction from the services offered
- Face to face discussions and direct dialogue to capture customer perceptions and feedback, meaningful analysis, and actionable outcomes
- Alignment of the organisation’s efforts towards achieving higher level customer satisfaction at account level through aligning the services with customer expectations
- Defined action plan and suggestions to improve on satisfaction levels for the set of clients for which the relationship is assessed through VOC
KPMG key differentiators
- The distinct methodology of VOC can help capture unbiased feedback through direct dialogue for holistic improvement
- Differentiated methodology for capturing perceptions of select categories of clients; gold, silver, bronze accounts, etc.
- Ability to provide a wide-ranging solution starting from the identification of the business problem and recommending business solutions including support for improvement initiatives
- Improved customer experience KPIs
- Relationship strengthening by fostering mutual consent towards improvements.
- Solution accelerators through processes and templates customised to suit the organisation’s requirements
- Extensive experience in customer management; the team includes seasoned customer centric coaches with global experience
- KPMG in India has access to KPMG's Global Centre of Excellence, enabling them to better advise clients
For more details on Voice of the Customer (VOC) Solutions:
Contact us: in-fmbusinessexc@kpmg.com
© 2020 KPMG, an Indian Registered Partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.
