Product
Voice of customer
What customers actually experience, running through the year and read beside brand health. Sofi conducts the conversations. The measurements stay their own series, so a support score is not blended into awareness.
Three kinds of listening
Relational is the overall relationship, usually once a quarter, not tied to one event. Transactional is one recent moment, such as a support chat, a purchase, or onboarding. Episodic is a named window, such as the last 30 days, the month after a launch, or the period after an incident.
Each one can be a short Sofi interview or a short survey. A survey is ticks and a short open answer. An interview is where Sofi can follow up. You choose that per study.
Sofi in the field, and Sofi in the dashboard
In the field, Sofi runs many short conversations, continuously or inside a focused study. That is how voice of customer reaches the scale of a survey without becoming a form that never asks a follow-up.
In the dashboard, you ask Sofi what changed. She uses the published numbers and the customer evidence. She helps the team investigate possible explanations. She does not invent a cause.
Run it inside your product or see brand tracking.
Questions
- What is voice of customer in Fieldwork?
- It is the lived experience, kept as its own set of measures beside brand tracking. A programme can hold the overall relationship, a moment such as support or purchase, and a named window such as the month after a launch. Those series are not averaged with each other, or with the brand funnel.
- Does Sofi interview every customer?
- Sofi conducts customer conversations at scale, continuously or as a focused study. A study can also be a short survey when you only need a score and one reason. The brand tracker is a separate short survey and is not a Sofi interview.
- Where do the conversations run?
- On a link in email, SMS, or a QR code, after a moment you choose, or inside your product. The in-product install is part of voice of customer, not a separate product.
- How do you pay?
- Voice of customer is an annual programme from A$10,000. Brand tracking is quoted separately, from A$25,000 a year. A one-off study is quoted when you want to go deeper on a trend. You can still start free and try a small number of conversations.