Voice of Customer (VoC) Program & Active Listening
Voice of Customer (VoC) Program & Active Listening
“We believe that the beneficiary’s voice is the compass… that guide all our decisions and developments”
What is meant by the beneficiary's voice
It is an integrated system or methodology to collect, analyze, and understand the opinions and experiences of beneficiaries with services or products, with the aim of identifying their needs, expectations, level of satisfaction, and pain points they face, and then transforming these insights into concrete improvement actions.
What is the service?
A specialized consultancy service that aims to design and activate an integrated program to collect and analyze the voices of beneficiaries through multiple channels, enabling the entity to understand their expectations, measure their experiences, and turn their opinions into actionable development decisions.
This program is the cornerstone of building a beneficiary-centered corporate culture, by combining quantitative and qualitative research tools, smart analytics, and effective feedback loop closure mechanisms.
What do we offer you at Renad Glory?
- VoC Framework Design
- Building an integrated operational model to collect, analyze, and follow up on the voice of beneficiaries.
- Define roles, responsibilities, and follow-up mechanisms within the entity.
- Multi-Channel Listening Design
- Activating different channels such as:
- Smart Surveys (NPS – CSAT – CES).
- In-depth interviews and focus groups.
- Analyze conversations across social channels (Social Listening).
- Digital behavior analysis and cross-platform assessments.
- Unified Analytics Platform
- Develop interactive dashboards to collect and analyze incoming data from all channels.
- Applying Sentiment Analysis Techniques and Extracting Recurring Topics.
- Advanced analysis and actionable insights
- Comprehensive qualitative and quantitative analysis of feedback.
- Prioritizing improvement according to impact and frequency.
- Prepare executive reports and periodic follow-up panels.
- Closed-Loop Feedback System
- Develop an effective mechanism to respond to beneficiaries and close critical cases quickly.
- Develop clear escalation procedures for high-impact observations.
- Institutional integration and culture building
- Enabling a culture of “active listening” within the entity through training and awareness.
- Aligning customer voice results with improvement and QoS strategies.
The added value of your organization
Through Renad Al-Majd’s expertise, the beneficiary’s voice transforms from raw data into enterprise intelligence that drives decision and development.
- Improve the quality of services based on the actual feedback of the beneficiaries.
- Increase satisfaction and confidence levels by responding quickly to feedback.
- Achieving compatibility with national beneficiary experience standards, building a sustainable institutional system for listening and continuous improvement.