In order to consistently enhance customer service, we strive to stay connected to our customers, and encourage two-way communication through Voice of Customer.
We understand that customers are the pulse of any successful business, and it is only through the cultivation of their feedback, regardless of whether it is positive or negative, that we can discover and develop new ways to provide ease and convenience to our customers.
VOC is the research and consumer insights department at TCS that defines its prime focus as enhancing customer satisfaction. The key purpose is to stay connected to customers and promote a two-way communication with them. The function helps in gathering structured feedback from customers for all major touch points. Based on this, we produce a meticulous set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative substance and satisfaction. The feedback received is utilized for qualitative and quantitative research. The sample size is decided through scientific ways and different research techniques are used to gather information from customers.
We are constantly looking for ways to improve our customers’ lives, thus before any product launch or new promotional activity, we sift through customer feedback, identify and recognize their needs and then build our services around it, as well as ensuring the marketing strategies are a true reflection of our values.
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