BoI Payment Acceptance (BoIPA) and W5 fought off stiff competition in the Voice of Customer (VoC) category to win this year’s 2020 Confirmit ACE VoC award.
In 2019 W5 conducted a comprehensive review of the BoIPA VoC programme. All previous conventions and assumptions were challenged. The result was a new CX feedback management strategy based on two pillars:
- An enhanced real-time feedback loop through to action; and
- Staff engagement and continuous feedback reporting.
The strategy placed measurement and action at its heart, successfully driving the right behaviours and initiatives. The upgraded programme democratised ownership of the CX agenda across the organisation. All staff, regardless of role and position – now hear customer feedback first hand. The ability to easily view and share verbatims via relevant and timely dashboards has meant the voice of the customer is clearly heard and action taken as a result. The positive impact on key business metrics was marked.
Contact us to discuss how we can achieve the same with you.