Voice of Store

Our innovative Voice of Store module captures the valuable perspectives of those who interact with customers daily, transforming sales staff from mere executors into strategic resources for improving customer experience.

Dual Collection Method

The platform offers two complementary methods for collecting internal feedback:

  • Dedicated Structured Form: a customized web interface for each company role, accessible from any device, enabling the completion of structured feedback on specific aspects of customer experience and store operations
  • Dedicated WhatsApp Channel: an innovative system that leverages the familiarity and immediacy of WhatsApp, allowing staff to send observations, reports, and suggestions in real time to a dedicated number, including multimedia content such as photos or short videos

Contextual Intelligence

The algorithm automatically correlates staff feedback with customer feedback, identifying perceptual gaps between service providers and recipients. This analysis highlights critical discrepancies that may represent improvement opportunities or specific training needs.

Voice of Store, un servizio di Voice of Customer
Voice of Store | Voice of Customer

Staff Empowerment

The system values the field experience of staff, recognizing their central role in early identification of issues or opportunities. This approach increases staff engagement, reducing turnover and transforming each employee into an active “sensor” of customer experience quality.

Trend Anticipation

Systematic collection of staff feedback enables the detection of emerging trends before they appear in customer reviews, allowing proactive interventions that prevent potential issues before they impact satisfaction.

Best Practice Sharing

The platform facilitates the dissemination of best practices across stores, encouraging cross-fertilization of ideas and accelerating the implementation of innovative solutions emerging from staff’s direct experience.

Integrated Analysis

All collected data is automatically categorized and integrated into the central dashboard, creating a comprehensive information ecosystem that combines the external perspective (customer) with the internal perspective (staff) for a truly holistic view of the experience delivered.

Voice of Store, strumento di Voice of Customer