13. Voice of the Customer
Table of content
Added Value
Voice of the Customer aims to collect, store and improve Solvay NPS.
GBUs have to conduct Customers interviews, wheren among other key questions, will gather the Customer feedback.
After Interviews results analysis, GBUs have to develop an Action Plan to improve the overall results.
It will be under the Account Manager responsibility to implement it.
We might say this process has two main steps:
- Management of the Customer Interviews
- Internal Action Plan Definition
Since the Interviews can also collect more key information then the NPS, according to each GBU needs and scores to be identified, the Interviews management can be delegated to a Thrid Party Company, or a GBUs can manage them internally.
VoC Process Overview
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