TESTIMONIALS

"As the new Chief Revenue Officer, I was tasked with rebuilding our Go To Market machine with a focus on growth. One of the biggest opportunities for us was diagnosing and addressing our challenges around churned customers. While we had loss codes in Salesforce (self-reported by reps) and ad-hoc post-churn interviews conducted by our product marketing team, we had no holistic understanding shared across the enterprise as to why customers quit us. This is where Bill and VOC Research came in. Within a few short weeks, Bill conducted 15 interviews with customers who had recently churned $750,000 of ARR. His success rate in obtaining the customer's consent was impressive. And the detailed insights and patterns he was able to gather have shaped multiple processes and programs across the business. I'd hire VOC Research again in a heartbeat. The insights were golden!"

"As CEO of a large company, understanding exactly what is happening in the field can sometimes be elusive. In spite of spending 50% of my time with prospects and customers, I was challenged to keep my fingers on the pulse of how we were viewed in the marketplace. The Voice of Customer program, especially the win-loss analysis, filled this void for me. Bill Storey and his team provided structured output which was unvarnished and invaluable. The data kept senior management connected with the sales force and "in touch". Bill's presentations were constructive and in his inimitable manner, entertaining at times. This is a "must have" capability for a CEO that really cares about his/her customers."

"As CEO of a publicly traded company in the healthcare information technology industry, I interacted with Bill Storey of VOC Research on a regular basis.  I felt Bill and his team enhanced the pure data that was presented in a way that gave that data more credibility. They were instrumental in driving many decisions about our competitive strategy because of their superb knowledge of our industry and insights about our competition. As an independent consultant, I would highly recommend using VOC Research to anyone who wants a clear understanding of their competitive position in their industry.”

"Voice of Customer Research (VOC Research) has performed valuable inquiries with prospects and existing customers to help us determine through independent questioning, review, and analysis more granular data-driven rationale behind their respective decision making.  VOC Research went to great lengths to understand our market, our competition, and decision factors prior to engaging with each contact so while still representing a third party voice, it was one with demonstrated insider knowledge.”

"VOC Research helped us scientifically dive into an area of our business that we hadn’t been able to crack open before.  By engaging directly with our clients they extracted the key points necessary to shine the line in the right places allowing us to implement corrective actions.  Who better to gain insight on the clients experience than the clients themselves?  VOC Research took the time to have deep conversations with our client base and it’s because of those rich engagements that we got to the heart of the matter.”

"I was looking to better understand why customers were leaving our service.   We had a very complex service offering and were looking for an expert in our industry.   We decided to use VOC Research and have never regretted the decision.  The team came into our organization and shadowed our staff to learn more about the service which was something that no other vendor was offering to do for us.  They then reached out to a large portion of our customers and gathered information about the service they were receiving.  The data they gave us helped to restructure our service, which in turn increased our retention rate.   It's a great organization and one that I would highly recommend.”

"I have valued partnering with VOC Research to support our client listening efforts through the years. They have helped us build and execute a thoughtful approach to these outreach efforts and delivered very meaningful insights that allow us to better understand our clients’ needs, satisfaction and areas for continual improvement. The team at VOC Research is very professional, demonstrated a strong understanding of our space, and has a great skill in guiding as well as documenting these client conversations. We’ve found the findings to be informative as well as actionable.”

"VOC Research has been an important part of connecting with our customers and prospects.  Having a true “Voice of Customer” experience is very important to us as we service our clients to make sure we are providing the best product possible to meet the challenging needs of the healthcare market.  The intelligence we gain in VOC Research’s win/loss reviews helps us better compete on all the critical buying criteria of our prospects are leveraging to make decisions, whether it is price, our service offering, technology or our ability to be a great partner.  VOC Research provides the insight into these critical sales and service elements which we have found to be invaluable.  Their approach with our clients is consultative, their people are great interviewers and the reports we get with the details of the conversation are extensive.  VOC Research has been our eyes and ears into these accounts, we appreciate the value they bring to our organization and our motivation to always be improving.”   

"I've worked with VOC Research now over the course of two projects and have always enjoyed my interactions with their team. I find them to be approachable, flexible and very focused at the tasks needed to drive desired business outcomes. I haven't seen another offering like this in the marketplace. The unbiased customer data they glean through their interview process is invaluable to the decision-making approach to our products.”

"Bill Storey and his team easily connect with potential customers, and as an independent third party can provide invaluable answers to questions we have. The insight they provide us is greatly appreciated.”

"VOC Research has conducted loss analysis for us for the past three years and we have found them to be incredibly insightful and well done.  The deliverables they provide after each loss analysis are always timely and chock full of great information!  VOC Research has been great to work with, truly professional and I would recommend them and their services to any organization.” 

"In 2013, VOC Research began providing client insight to us through customer satisfaction interviews. Bill Storey and his team deliver professional, timely and detailed interview summaries. Bill’s ability to listen and ask meaningful follow-up questions provide us with vital insights.

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The value and ROI we receive from VOC Research has improved our customer retention. The VOC process assisted our leadership team members in making informed decisions.”