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