Voc 'self Learning' Quiz
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Dear Colleague,
This quiz is designed purely for learning purposes and to improve VOC awareness among our brand management team with special focus on highlighting the programs benefits to improving our business. There are only 10 questions and after each response, the system will provide you with the correct answer and the explanation for each answer. We hope you enjoy the quiz and please ensure that you share the details with your store teams.
Service Education Team | Group Customer Service
- 1.
In a VOC report for a brand or store, if the lowest scoring factor is 'Value for money' then what would be the ideal action plan?
- A.
Reduce the price of your key product offerings so that customers would be highly satisfied
- B.
Reduce the price of the most expensive products and hope that it will have an impact on the satisfaction level
- C.
Improve customer service and other product offerings based on the detailed VOC report and increase the value perceived by each customer
- D.
None of the above will work as customers always think we are very expensive
- E.
There is nothing much that can be done
Correct Answer
C. Improve customer service and other product offerings based on the detailed VOC report and increase the value perceived by each customerExplanation
Value for money as perceived by a customer depends on many factors. Price is only one of them, but it is always ideal to see what are the other short comings in the stores overall service offerings, such as speed of service, product knowledge, greetings etc that can be improved before considering a variation the price.
For ex: A staff with good product knowledge and an ability to serve a customer based on his needs by respecting their time is an added value for a customer. This can have a positive effect on improving customer satisfaction on the 'Value for money' question.Rate this question:
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- 2.
If 3000 customers (25%) were less than highly satisfied because your brand does not exist in a certain location (For example: ABUDHABI), which is easily accessible to them, what would be an ideal way to utilize this data?
- A.
VOC is a head ache and is giving our customers too much power and making our lives difficult
- B.
There is nothing that we could do about it and continue to accept poor VOC score
- C.
The customer can say whatever they want but they don't know how our business model is and how we choose our store locations. So ignore them.
- D.
If our customers are suggesting that they would be highly satisfied if the brand had a location in ABUDHABI, then this should be taken seriously and all options should be considered to see whether it would be viable to the business and the brand to open a store in that location.
- E.
None of the above options seem sensible
Correct Answer
D. If our customers are suggesting that they would be highly satisfied if the brand had a location in ABUDHABI, then this should be taken seriously and all options should be considered to see whether it would be viable to the business and the brand to open a store in that location.Explanation
The purpose of VOC is to collect our customers unadulterated feedback on what they perceive about our products and other service offerings. Each feedback should be considered seriously and all options should be considered on how to better serve our customers the way they like it.Rate this question:
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- 3.
VOC scoring is based on percentage of highly satisfied customers on the overall experience question because,
- A.
It would be the best way to pull down the average service scores which are currently very high
- B.
It would ensure that only very few stores will now achieve their service score
- C.
There is no point in looking at who is satisfied and less than satisfied.
- D.
It is the same way that we measure SHOPPIE
- E.
As we are aiming to provide our customers with the highest levels of service, this scoring methodology gives a better indication on why our customers are less than highly satisfied with our products/ services and how best to improve them.
Correct Answer
E. As we are aiming to provide our customers with the highest levels of service, this scoring methodology gives a better indication on why our customers are less than highly satisfied with our products/ services and how best to improve them.Explanation
As a company focused on providing World Class Service to our customers, this type of scoring methodology will ensure that we continue our focus on improving our service offerings in order to delight our customers and not just to barely satisfy them.Rate this question:
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- 4.
Staff in stores are advised not to enter VOC surveys for their own stores on behalf of customers, in order to protect the integrity and authenticity of data collected.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
As VOC surveys are subjective in nature and the feedback's may be both positive or constructive it is required that the surveys are submitted by the customer themselves first hand. So it is important that staff refrain from inputting VOC surveys on behalf of customers. Such feedback's may be filtered out and not count towards the overall score. If the customer is unwilling to visit our website or is unable to access internet, its ideal to advise them to call our customer service hotline directly to submit their feedback.
Although a staff can input a VOC survey for another Alshaya store as a customer if they had a recent experience in that store that they would like to share with the business.Rate this question:
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- 5.
If a store is having Zero VOC submissions in a quarter, then the ideal thing to do is,
- A.
Exclude that store from VOC service measurement and let only SHOPPIE account for their overall service score
- B.
Find out why the store is unable to encourage even a single customer to submit VOC and decide on an action plan to improve the performance by seeking assistance from the Group Customer Service team.
- C.
Issue a Warning letter for the store manager right away purely based on his stores poor performance.
- D.
None of the above
Correct Answer
B. Find out why the store is unable to encourage even a single customer to submit VOC and decide on an action plan to improve the performance by seeking assistance from the Group Customer Service team.Explanation
If a store is not able to encourage any customers to submit a VOC, this could be due to many reasons such as lack of awareness, lack of communication skills, lack of initiative, or even at rare occasions due to the profile of customers coming to that specific store. The Group Customer Service team is committed to help these stores improve through targeted awareness campaigns and workshops. Although, it is imperative that the brand management team is full supportive of these initiatives and guide the store teams by helping them overcome their challenges.Rate this question:
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- 6.
VOC can provide details into: (This question has more than one correct options. Choose all the ones that hold true.)
- A.
Customers perception of our service level in stores
- B.
The effect of service quality on customers intention to purchase more than intended
- C.
Brand SHOPPIE Score
- D.
The customer satisfaction for Alshaya support functions
- E.
The cleanliness & hygiene levels in stores
Correct Answer(s)
A. Customers perception of our service level in stores
B. The effect of service quality on customers intention to purchase more than intended
E. The cleanliness & hygiene levels in storesExplanation
The VOC is a powerful tool in gathering a lot of information on our Customers perception of service and product offering in stores. It can give detailed insight into the effect of various service factors such as greeting, product knowledge, speed of service on the customers intention to purchase more than intended. It also provides details into the customer satisfaction levels based on various factors which can help the brand and stores in aligning their services to customer expectations.Rate this question:
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- 7.
When a store runs out of VOC leaflets, the ideal thing to do is to use the details on the receipts such as the Alshaya website and Customer service hotline number to encourage the customer to submit their feedback.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Although the VOC leaflets are a great tool in introducing the program to our customers, it may not always be available. In such scenarios, it is recommended that our staff use the key details on the receipts such as the Alshaya website address or the Customer Service hotline number to continue to encourage VOC feedback from customers.Rate this question:
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- 8.
What are the key messages that a customer should take away after VOC has been introduced to them? (This question has more than one correct answers. Choose all the right options that holds true)
- A.
Their feedback on our products and services are valuable to us
- B.
Feedback can be given online on www.alshaya.com or by calling the Alshaya Hotline
- C.
The Group Customer Service Area Manager will contact them after they leave the store to collect their feedback.
- D.
They need to retain their receipt to input certain details while filling the survey.
- E.
VOC is a loyalty card program that is aimed at providing 100 KD to our customers for their feedback.
Correct Answer(s)
A. Their feedback on our products and services are valuable to us
B. Feedback can be given online on www.alshaya.com or by calling the Alshaya Hotline
D. They need to retain their receipt to input certain details while filling the survey.Explanation
The key message that they should take away is
1. Their feedback on our products and services are valuable to us.
2. Feedback can be given online on www.alshaya.com or by calling the Alshaya Hotline.
3. They need to retain their receipt to input certain details while filling the survey.
Remember, VOC is not a loyalty card program. And it is not a program created to provide an incentive to our customers for giving their feedback. Instead it is a survey where by our customers can tell us freely about how they feel about our product and services so that we can improve it in the future. The 100 KD incentive is only a token of appreciation for few of our customers for taking their valuable time to provide us with their feedback.Rate this question:
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- 9.
When it comes to achieving targeted VOC submissions for each store, some of the important factors that plays a major role are: (This question has multiple correct answers. Choose all the options that hold true)
- A.
Staff's ability to recognize every opportunity to comfortably introduce VOC to a customer sensibly.
- B.
Staff awareness and knowledge about VOC and its benefits to the business and to themselves
- C.
Store teams ability to clean the store and keep it neat and tidy.
- D.
Brand Managements commitment to drive VOC through proper awareness and by providing both emotional and instrument support.
- E.
All of the above
Correct Answer(s)
A. Staff's ability to recognize every opportunity to comfortably introduce VOC to a customer sensibly.
B. Staff awareness and knowledge about VOC and its benefits to the business and to themselves
D. Brand Managements commitment to drive VOC through proper awareness and by providing both emotional and instrument support.Explanation
VOC submissions can be driven through making sure that our store teams are made fully aware of VOC, its mechanics and its benefits to themselves and the business. It is also important that the staff utilize every opportunity that they get to introduce VOC to a customer. It is not required for VOC to be introduced to all customers. But it is required that our store teams are made capable of recognizing an opportunity and grabbing it. And most importantly, it is essential that brand management teams drive it by providing adequate emotional and instrument support for our store teams.Rate this question:
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