DYK # 12: Did you know that a program review is a great way to assess the health of your VoC program and identify areas for improvement?
🚀 It’s DYK time again, and this month we’re focusing on the power of Program Reviews, with our DYK # 12 - “Did you know that a program review is a great way to assess the health of your VoC program and identify areas for improvement?”💡
Last month we shared an Infographic on Program Reviews - our 4 Step Guide to Supercharge your VoC Program, and today we’ll look into it in a bit more detail. 🔎
We’ll cover:
What is a program review?
Why is it important?
How do you go about it?
So let’s get started 🚀
What is a VoC Program Review?
📝 A program review is a systematic review of your current VoC program. It covers all aspects of a VoC program and establishes where you are currently at in terms of:
Data and Technology
People and Culture
Governance
It assesses:
Insights quality and utilization (siloes vs. democratization), team and organizational structures, program design, measurement practice, Insights to Action set up, customer centricity level of the organization, tech integrations and maturity.
A program review captures everything you have in place, and assesses how well you’ve set up your program, and how well you’re utilizing your program to get maximum value from it. The assessment is typically based on a Maturity Model and highlights your current position relative to “best in class”. It can help you identify or refine your program's vision and goal.
Why is it important?
💡A program review is crucial in assessing the health of your program, and identifying areas where you can improve.
“Tenure of a program doesn’t relate to maturity, meaning your program doesn’t become better simply because you’ve had it in place for a while. Quite the contrary. The rapid speed of tech developments keeps pushing the boundaries of what good looks like, and what’s possible.”
It’s important to conduct program reviews every 1-2 years, not just to stay ahead of the curve, but simply to remain mainstream!
The AI revolution this year is a great example of the speed and scale in which technology can impact our work and our ability to deliver great CX.
So how do you go about it?
1) Review 📝
Review all aspects of your VoC program to get a clear understanding of your current state. This includes: Feedback data sources, survey set-ups, metrics, technology, feedback usage and sharing, and governance, etc.
2) Assessment 🔎
Assess what's working, what isn’t, and why. Then uncover opportunities for improvement.
A VoC Maturity Model is a great tool to use for this assessment to help you prioritize areas you want to develop and improve and mature your program. A Maturity Model also helps you gain a deeper understanding of what good or great looks like, and where you are relative to best in class.
3) Strategy 🎯
This is an important step to get clarity on the program’s purpose and alignment across the business.
Your strategy entails the program purpose and vision, determines the right metrics (typically anchored in your Customer or Business Strategy), and defines success criteria. If you have a strategy in place, review that it’s still relevant, and if you haven’t got one, make sure you create one.
4) Roadmap 🛣️
The next step is a strategic 2-5 year roadmap to outline steps to get you to your future state.
The roadmap includes high level milestones, and maps out the steps required to move you from your current state to your desired future state. It can be broken down into specific action items as part of a more detailed project plan.
And there you have it! 🙌
Need help? No problem, just get in touch with us. As always, we’re happy to help 🙂
#VoC #CX #customerexperience #technology #maturitymodel #VoCprogramreview