Technology voice of the customer

Problem

The technology department of a major organisation was facing challenges in gathering consistent feedback from its internal customers—employees who rely on various IT services. The department lacked a structured, repeatable process for collecting customer feedback at scale, leading to poor customer satisfaction as reflected in a low Net Promoter Score (NPS). The leadership recognized the need for a more formalised approach to listening to customer feedback and taking action based on the insights gathered.

Solution

Love IT designed and implemented a global Voice of the Customer (VoC) program, using the Qualtrics platform to collect feedback from thousands of employees every six months. The surveys targeted key aspects of IT service delivery, capturing insights from a stratified sample of between 5,000 and 10,000 employees globally. The automated survey process enabled the department to analyze and distribute feedback in a structured way, ensuring that key insights were acted upon in a timely manner.

Love IT worked closely with the leadership team to ensure that the survey results were integrated into their decision-making processes. By embedding customer-centricity into regular leadership meetings, Love IT ensured that the feedback gathered would translate into actionable initiatives, each tied to annual planning and budgeting cycles.

Impact

The VoC program has resulted in a dramatic improvement in the department’s NPS, which rose 38 points over a two-year period. This shift demonstrates the effectiveness of the actions taken in response to the feedback gathered. The program has not only improved customer satisfaction but also provided a clear framework for the technology department to prioritize initiatives based on real customer needs. The leadership team now regularly reviews customer data, turning insights into strategic actions that improve service delivery across the organization.