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Voice of Customer Community

EXECUTIVE SUMMARY

FAS Voice of the Customer program’s focus is to develop the outer loop process of the Net Promoter System.  The focus of the initial Voice of Customer business process is to develop the formal procedures for addressing “outer loop” systemic business issues.  The Voice of the Customer PMO was established in the FAS reorganization to manage this process and advocate on behalf of the customer to prioritize opportunities for improvement.

 

Purpose

To Engage directly with Customers of FAS, establish a continuous loop of feedback and enhance the customer experience with the goal of increasing customer satisfaction & loyalty.  The Vision states that FAS will understand, anticipate, and serve our customers.

  • Understand:  We will empathize with our customers entire experience with GSA

  • Anticipate:  We will use data/knowledge of our customers to provide solutions

  • Serve:  We will be trusted advisors to our customers by delivering mitigation plans/results

 

Important Process & Metrics Tracking

  • A SMART Approach to tracking key Objectives/Action Items

  • Track common systemic customer issues, document key tasks, accomplishments, strategies for mitigation, performance driver resolutions, pulse checks and more

  • Leverage the Voice of your Customers to explain the "why" behind the "what" of analytics

  • Ensuring the behaviors and work effort of all customer facing entities is represented

  • Align your strategies to your visitors' intentions, needs and expectations

  • Access additional segmentation capabilities to better understand your visitors' behavior.

  • Enterprise VOC Salesforce Dashboard: VOC Dashboard & Pulse Check Instrument

  • VOC reports, List Views and Program Updates are also made Available in the tool

EXECUTIVE SUMMARY FAS Voice of the Customer program’s focus is to develop the outer loop process of the Net Promoter System.  The focus of the... More
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