Customer & Employee Research

Voice of the Customer/Employee

Voice of” methodology, applied to either customers or employees  is a fundamentally different way of conducting customer and employee research.

On the surface, many of the elements of the ‘traditional’ and ‘voice of’ approach look the same — gathering data through telephone surveys for instance. The big differences are in what lies beneath the surface. These are differences in statistical sampling, analysis and inference that highlight areas of material significance rather than mere statistical significance.

That difference is critical. It’s why the error (false positive) rate of traditional customer and employee surveys is in excess of 90% while the error rate of Converge Voice of the Customer and Voice of the Employee is less than 1%.

If you would like to learn more about Voice of the Customer (VoC) or Voice of the Employee ( VoE), go to our Solutions websites:

Voice of the Customer Solutions website

Voice of the Employee Solutions website





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