Integrating VOC and NPS: Making Sense of One Million Customer Responses - Laurie Weisberg

In this session by John Griggs, Director of Customer Experience for H&R Block's Digital Tax Solutions Group, we learned that in July 2006, Net Promoter Score was mandated throughout business.

John opened up with the question: Why is Voice of the Customer (VOC) important? Consumers have many choices, so it's really important to understand what customers want. H&R Block believe it's not just about the score, it's also about finding out what's behind the score. They wanted to find out if customers were vested in their product and if they were willing to have a conversation with them. After all, he stated, its your chance to impress them and their perspective is better than yours.