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Voice of the Customer

GIBS partners with portfolio companies to conduct structured customer interviews that uncover actionable insights and support better business decisions.
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Overview

The Voice of the Customer program helps portfolio companies better understand how customers experience their business.

Working with your leadership team, GIBS plans and facilitates confidential customer interviews. We then organize the feedback into key themes and recommendations that help guide future decisions.  The result is meaningful feedback that helps validate assumptions, strengthen relationships, and uncover opportunities for improvement.

1

Requirements

Determine the purpose of the VOC initiative.

2

Collect

Customer engaged to gather feedback.

3

Assess

Analyze data for each measurement requested.

How the Engagement Works

Define the Objectives

Every engagement begins with a planning session to understand your goals. Together, we’ll identify the business questions you want answered and determine which customers should participate.

Conduct the Interviews

GIBS manages customer outreach and conducts structured interviews using a proven discussion framework that encourages open, candid conversations.

Review the Findings

Interview feedback is organized into key themes, observations, and recommendations that can be shared with leadership and used to guide future decisions.

Ready to Get Started?

Ready to Get Started?

Whether you’re looking to validate a strategic initiative, evaluate the customer experience, or gather candid customer feedback, the GIBS team is here to help.

Request an Engagement
Why Organizations Use
Voice of the Customer

Organizations engage GIBS to:

  • Better understand the customer experience
  • Validate assumptions before making strategic decisions
  • Identify opportunities to strengthen customer relationships
  • Gather feedback on products, services, or business initiatives
  • Gain an outside perspective through candid customer conversations
  • Identify recurring themes across key accounts or customer segments
What GIBS Provides

Every Voice of the Customer engagement includes:

  • Engagement planning and objective setting
  • Customer outreach and interview scheduling
  • Professionally facilitated customer interviews
  • A structured interview guide
  • A comprehensive library of interview questions
  • A summary of key findings and recommendations
Typical Interview Topics

Each engagement is tailored to your objectives, but interviews commonly explore topics such as:

  • Customer experience
  • Product and service quality
  • Responsiveness and communication
  • Technical expertise
  • Pricing and value
  • Competitive positioning
  • Partnership opportunities
  • Future needs
  • Overall satisfaction
What You'll Receive

At the conclusion of the engagement, your leadership team will receive a summary of customer feedback that highlights:

  • Common themes across interviews
  • Customer perceptions and observations
  • Areas of strength
  • Opportunities for improvement
  • Actionable recommendations

These insights help leadership teams prioritize improvements, strengthen customer relationships, and make informed business decisions.

Your Team's Role

Your team defines the objectives for the engagement and identifies the customers you would like interviewed

From there, GIBS manages the interview process—from outreach and facilitation through final reporting—allowing your team to stay focused on the business while gaining meaningful customer insight.

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Voice of the Customer

How to Get Started?

We encourage you to take advantage of this opportunity to deepen your customer understanding snd drive measurable improvements across your business.

For additional information or to get started, please click below to contact the GIBS team.