Per Wikipedia - “Voice of the customer (VOC) is a term used in business and information technology to describe the in-depth process of capturing customer's expectations, preferences and aversions. Specifically, the voice of the customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. Voice of the customer studies typically consist of both qualitative and quantitative research steps.“

At Auryc, we expand on this definition to also include behavioral indicators that surface other "frustrations" that customers experience and often do not report. This behavioral data is known as "silent feedback" and tells you just as much as direct feedback can -- just through a different lens.

Unlike most feedback solutions, Auryc uniquely joins your Voice of the Customer data with full Behavior Analytics, Session Replays, and Predictive Insights to give you the “Why” behind your customer frustrations, whether they leave feedback or not.  This unique combination of direct and indirect feedback gives far more context about every session and the underlying issue affecting performance. Without these other data points, your essentially blind to  the true revenue impact and true issues affecting your customers.

Identify, Quantify, and Prioritize every feedback response across your customers’ entire digital journey to maximize performance and revenue. 

Collect customer feedback on websites and mobile apps for greater insights into how devices affect the customer experience.

Immediate access to all session replays and behavior analytics drive deeper insights through predictive analytics that can only be possible from uniting all data points into a single system that also handles all your Customer Feedback results.

With Auryc’s Voice of the Customer Feedback solution being built into Auryc’s complete Customer Experience Intelligence Platform, companies get the benefit of being able to fully quantify and asses the full impact of any customer issue or frustration.

That said, we do still integrate with many other platforms to maintain the flexibility and respect for our customers’ current technology stack.

Not at all...

We have made it incredibly easy to launch a survey with Auryc. For our customers, they already have the snippet of code that allows for full tracking, session recording, and survey serving on their site. 

You simply need to:

1. Create a Survey with our easy to use survey builder
2. Send a Survey via email, push, in-app message via an assortment of time and behavior triggers.
3. Collect Responses from web and mobile.
4. Analyze the Results with our pre-built reports, sentiment analytics, and trend analysis.
5. Prioritize Responses based on your unique guidelines including severity, performance impact, and revenue impact.

Auryc's mission is to remove customer frustration and friction, not create it.

Auryc's customer survey platform puts you in complete control of when to serve a survey, how often, and to whom so that your customer experience feedback initiatives don't become an issue to your customers.

How do you avoid survey fatigue and over-saturation?

1) Auryc allows you to throttle the number of surveys sent and the frequency.

2) When setting up a survey, you can target who gets each survey based on their behaviors as tracked by Auryc. (and remember, we track every action, event, and errors in every session, so you can rest assured you'll be able to finely tune each survey to your liking."

Our customers use Auryc to perform the following types of surveys to measure post-purchase, general brand favorability, support satisfaction, and more by using:

• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Feedback Questionnaires
• Post Purchase Surveys

We are always adding and developing more customer feedback types as the needs of the market change.

While all these score attempt to create a “scaled” measurement of some part of a customer’s satisfaction with a brand, each has a use case:

Customer Satisfaction Score:

Think of this as a more short term/immediate measurement of a customer’s satisfaction with a particular time/experience/moment. For instance, you would use a CSAT score after they check out or after they have been helped by support. In effect, the customer would be rating that particular instance and not their whole experience with the company/brand. CAST is often measured on a scale of 1-5 (or “stars”).

Net Promoter Score:

The Net Promoter Score, on the other hand, can be seen as the OVERALL satisfaction with a company to answer a question “How likely are you to recommend this company?”. This provides a longer term idea of how a company is doing and is measured over the long term to assess changes in customer attitudes towards a company. NPS scores are often measured on a score of 1 - 10.

Customer Effort Score: 

The Customer Effort Score takes a different approach and measures the effort it took to solve an issues/problem and gives an immediate lever for feedback when customer support has been involved. CES often answers either of these questions: (1) How much effort did you personally have to put forth to handle your request?” or (2) “The organization made it easy for me to handle my issue”. CES is measured on a scale of 1 - 5 in terms of effort/agreement with the statement,

Of course you can! We have a large integration ecosystem that is growing all the time and we recognize the value of your current technology stack. 

Most of our customers completely switch to Auryc’s VOC platform once they start using Auryc. We developed Voice of the Customer Feedback into Auryc to help many companies’ need to have a fully inclusive survey partner for a few reasons:

1. Immediate access to all session replays and behavior analytics to drive deeper insights through predictive analytics only possible from uniting all data points into a single system.
2. No need for an integration means faster data processing and elimination of data mismatches.
3. Cost savings from not having to pay for another platform nor having to train up people on different platforms.
4. A simpler tech stack to eliminate future integration issues as software changes, user management, and overall data privacy risks.