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CSAT & NPS Programs

Valor provides customized CSAT & NPS programs that empower our customers to make informed business decisions to improve customer loyalty and reduce churn. Our programs are custom-tailored to build “Voice of the Customer” to capture customer sentiment via surveys and other sources, analyze the collected data, and provide insight to support change with the customer while building a continuous improvement process within the customer’s organization.

Our key differentiator is that we go beyond simple reporting by delivering a playbook with prioritized list action to drive customer change. Our LEAN team works directly with managers and frontline employees to ensure that any change to modify processes, improve technology and/or policies is monitored, course corrected (if needed) and measured with bottom-line results.

Why Valor’s Voice of the Customer programs:

  • It helps identify where the customer experience is failing or succeeding through the lens of your customers.
  • It obtains a holistic perspective of customer experience across all channels and touchpoints.
  • It creates a culture of ownership and accountability by sharing customer sentiment evidence.
  • It provides supporting data and evidence for any new customer investment or replacing any legacy products.
  • It persistently monitors multichannel customer experience and mines social media, emails, calls, and internal information.
  • It provides inbound and outbound survey solutions.
  • It provides root cause analysis and predictive analytics.
  • It delivers a playbook with prioritized action.

Industries:  

  • Utilities
  • Communications
  • Wireless
  • Financial
  • Cable
  • Medical
  • Biomedical/ Pharmaceutical
  • Manufacturing
  • Media/Advertising
  • Retail & Consumer Goods
  • Legal
  • Travel Services
  • Transportation  & Logistics
  • Non-Profit
  • Government

Channel:

  • Voice
  • Web
  • Email
  • Chat
  • Social Media
  • Text
  • Bilingual Support
  • 24/7 Support
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Contact Us Today

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