What we do
Voice of the Customer
A deliberate, evidence-led audit of one of your most important relationships — seen through the eyes of the people who actually live it.
What it is
A VOC is a structured programme of interviews and synthesis across both sides of an account — your team and the customer's. We capture a broad cross-section of voices across geographies, functions and seniority so the picture is not propped up by one champion or one critic.
What it gives you
A pattern ledger of the truths repeating across the relationship. Where you are strong, where you are at risk, what is costing you permission, and what change would unlock more value for both sides. We present the findings to the leadership teams of both businesses.
Why it matters
Relationships rarely fail loudly. They erode through effort, ambiguity and missed change windows. The VOC names the pattern early enough to do something about it — and gives leadership a shared, evidenced story to act on together.
01 · Research insight
Cross-section interviews across 20+ voices — roles, regions and operating layers on both sides of the relationship.
02 · Executive synthesis
A pattern ledger, not a transcript. What customers agree on, what they don't, and what it means for the C-suite.
03 · Customer and vendor workshop
A joint working session that brings both leadership teams into the same room, with the same story on the table.
04 · Customer charter deployment
A clear set of mutual commitments — operationalised across the account to anchor the next 12 months.
Curious whether this is the right next step?
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