2015 Voice of the Customer NZ study launched

Great Outcomes has launched its new research study 2015 Voice of the Customer NZ.
Collaborative workThis study will report the management practices and organisational experience in New Zealand today for managing and acting upon direct customer feedback. Customer survey and feedback systems are now common, however practices vary widely with a range of outcomes achieved, and many organisations may not be gaining the productivity improvements possible from a well designed and run Voice of the Customer programme.

Two Phases

Undertaken in two phases, the study commences with an initial Qualitative research stage including in-depth interviews with selected organisations about their Voice of the Customer programmes. This stage started in early September 2015 and is almost complete.

Stage Two will be a Quantitative survey of all sectors in New Zealand to gain robust measurement of the presence, management, and productivity drivers of Voice of the Customer programmes in 2015.  Invitations will be issued in October, and please do ensure your company participates. If you would like to request information directly contact study leader Kimberley Porter now about participating.

Influential Peer Review Panel

We have an experienced and highly capable peer review panel working with Great Outcomes on the design of the study. We’re grateful to have the time and support of our panel members:

Bryan Middleton Head of Customer Service and Channels Contact Energy
Karen Morrison National Service Centre Manager Fonterra
Lindy Osborne Head of Research ASB Bank
Ravina Patel Customer Insights Advisor Auckland Transport
Susan Wallis Contact Centre Manager OSPRI New Zealand

Why participate in this research?

You will be helping to confirm and enhance the Voice of the Customer practices in New Zealand, and in completing the survey, you may be surprised at the extent of what you do already and you may also find areas for improvement.

All participants will receive a complimentary copy of the final research report, and invitations to the research study presentation. Private presentations to Executive Leadership Teams will also be given on request. Add your name to the mailing list and you’ll receive directly an invitation to respond, and invitations to the presentations that will be held in Auckland and Wellington.

Sponsor vigil-logo

Many thanks to our generous sponsor VIGIL Limited


Further information

Contact Kimberley Porter at Great Outcomes for information about the study, to participate, or to receive the complimentary report: 2015 Voice of the Customer NZ.


Need help with your customer survey or call centre survey? Ask us how we can help you improve your feedback, surveys, mystery shopping, or about consulting services.

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