Australia Business Survey Highlight VOC Shortfalls in B2B Area

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in: VOC Execution

VOC is an ongoing effort in B2B businesses as customers own economic and business challenges keep shifting

The results of the most recent Roy Morgan Business survey in Australia highlights a challenge facing most B2B companies and an area for improvement in their Voice of Customer programs.

While achieving better satisfaction levels among consumers, Australian banks rated poorly among business customers and the reasons were surprising from the perspective of the expectations that were not being met.

Highlighting the shifting needs of businesses during economic cycles, business pointed to the lack of understanding among banks of their core business challenges and in turn, a lack of support by banks in those areas. This finding highlights that banks and (other B2B players) need to shift their focus based upon the changing challenges facing businesses during different phases of the economic cycle.

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Editor's Note

Welcome (back) to the Ideal Path Customer Loyalty Portal.

It's funny, every time I read the name of this portal, I'm not satisfied. But then I remember that a short catch phrase can't describe an area that encompasses the act of focusing on and delivering customer experience, satisfaction and loyalty.