Why VoC Programs Fail
Your customers are speaking. Is your business listening - and acting?
Most organizations don’t lack data. They lack follow-through.
Surveys are sent. Reports are built. But without real action, customers leave and teams stay misaligned.
Key Stats:
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80% of companies believe they deliver great CX. Only 8% of customers agree.
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Companies that lead in CX outperform laggards by 3x in revenue growth.
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Only 27% of VoC programs drive consistent action.
What We Deliver
We design and run VoC programs that go beyond listening — they empower your teams to act.
You get a system, not just a survey:
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🎯 Omnichannel Listening
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📊 Insight-Driven Dashboards
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🔁 Closed-Loop Feedback
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📈 KPI & ROI Monitoring
Our 4-Pillar Framework
Built on Four Pillars of Experience Management (XM)
Pillar
Description
Listen
Understand
Act
Monitor
Capture feedback across surveys, voice, digital, and more.
Analyze structured and unstructured data across journeys.
Route and resolve feedback with inner and outer loop workflows.
Route and resolve feedback with inner and outer loop workflows.
Sample Maturity Assessment Output
Pillar
Score
Maturity Level
Listen
2.0
Foundational
Understand
3.5
Advanced
Act
2.5
Emerging
Monitor
1.5
Foundational
Commentary
Single-channel survey, no contact center or digital signals
Good analytics, but siloed data
Some follow-up, lacks closed-loop tracking
CX metrics not linked to business KPIs
You'll receive a full report with scores, benchmarks, and a 6-month action roadmap.
Why Choose OnR?
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Built for Impact: Not just dashboards — real change.
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Platform-Agnostic: We work across Qualtrics, Medallia, InMoment, and others.
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Execution-Focused: Embedded support to drive action.
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Enterprise-Ready: From startups to Fortune 500s.
Client Success Story
A fintech firm was running NPS surveys but seeing no movement in score. Within 90 days:
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Omnichannel feedback was live across 3 core journeys
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Follow-up rates jumped 40%
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Call volume dropped 18%
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Product team fixed 4 key pain points
