Voice of the Customer is a customer-driven feedback process which enables field facing
personnel to be evaluated on a customized set of metrics approved by an organization’s
leadership team relative to their competitors.
Objectives:
Gauge targeted customers’ experiences and perceptions of account managers and
management of their account
Determine priorities for skill and knowledge enhancement by identifying strengths and
areas for improvement
Adjust account management plans to better meet customers’ needs
Evaluate account manager best practices to disseminate
Understand performance gaps, and develop ideas to close them
Research Approach:
Data for this primary research collected through web-based and mail surveys
All participants are from customer’s targeted accounts
Metrics can be customized based on Organization’s competencies
Individual reports will be developed to provide targeted feedback and can provide input into a
company’s annual review process.
