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Webinar: The Responder Crisis - Is It The End of VoC As We Know It?
Webinar: The Responder Crisis - Is It The End of VoC As We Know It?
Webinar: The Responder Crisis - Is It The End of VoC As We Know It?
How do we ensure an accurate voice of customer program when response rates continue to plummet? Explore the evolving landscape of VoC programs in 2024 and learn practical strategies to navigate declining response rates and maintain valuable customer connections.
How do we ensure an accurate voice of customer program when response rates continue to plummet? Explore the evolving landscape of VoC programs in 2024 and learn practical strategies to navigate declining response rates and maintain valuable customer connections.
TL:DR
TL:DR
TL:DR
Survey response rates continue declining as customers face survey fatigue. When only 5-10% of customers respond, organizations make strategic decisions based on small, potentially biased samples that don't represent broader customer populations accurately.
Survey response rates continue declining as customers face survey fatigue. When only 5-10% of customers respond, organizations make strategic decisions based on small, potentially biased samples that don't represent broader customer populations accurately.
The solution lies in analyzing existing conversations rather than increasing survey volume. By leveraging support calls, chat transcripts, and emails, organizations capture insights from 100% of interactions without adding survey burden that drives response rates lower.
The solution lies in analyzing existing conversations rather than increasing survey volume. By leveraging support calls, chat transcripts, and emails, organizations capture insights from 100% of interactions without adding survey burden that drives response rates lower.
The humble customer survey, once the very foundation of VoC and market research, has seen better days.
Response rates are plummeting, respondents who do respond likely don’t accurately represent your customer base, and businesses are trying to make strategic decisions based on this data.
This increasing trend is causing significant difficulty for market research and VoC teams globally.
So, why are response rates declining, and what does this mean for your VoC program and broader business? And even more importantly, how do you make impactful business decisions without a comprehensive picture of your entire customer base?
Join Peter Harris, Chief Research Officer at Advantage Group, and Ryan Stuart, CEO at Kapiche, to understand what best-in-class VoC and Research programs should look like in 2024. You’ll leave this webinar with tangible actions to insulate your VoC program from the responder crisis and continue hearing from your customers in a meaningful way.
AUTHOR
AUTHOR
Rhiannon Kastrissios
Rhiannon Kastrissios
Director of Marketing
Director of Marketing
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