Customer Voice

You can trigger a feedback survey automatically when a support case is closed, capturing satisfaction data instantly and feeding it back to improve service processes.

Yes. With multilingual support and AI-based sentiment analysis, you can collect feedback globally and still get consistent insights into customer sentiment.

Customer Voice surveys can be linked or embedded into apps so feedback is collected seamlessly as part of the mobile experience, rather than through separate channels.

Yes. By running targeted surveys with volunteers after events or projects, you can capture concerns early, address them and improve volunteer satisfaction and retention.

ROI comes from better retention, more satisfied customers, fewer churns, catching issues before they escalate, improving products/services and showing stakeholders you’re responsive.

The first step is a discovery session: what feedback do you want to gather, when in the journey, what systems you have already, what metrics matter. Then we map surveys, triggers, workflows and dashboards, so feedback becomes part of how you run things.

Continuous Improvement means reviewing survey responses, refining questions, tweaking workflows, improving trigger-points, and keeping the feedback system alive, relevant and tuned to what your customers/stakeholders need.

Many sectors see value, especially those where feedback matters: NonProfit, Customer-facing services, Membership organisations, Public Sector, Healthcare etc, but really feedback is useful in almost every context.

We can configure alerts (email, teams, dashboards) when negative feedback comes in or when trends appear. Then you close the loop by responding back, adjusting service or process, so issues don’t linger.

Yes. Although primarily focused on customer feedback, feedback tools can measure satisfaction internally (staff or volunteers), helping improve internal processes, morale and retention.

By giving people opportunities to share their views, then showing you’ve listened and acted, you build trust. Metrics like NPS or CSAT can improve, churn can reduce, and your relationship with customers/stakeholders strengthens.

Depending on how many surveys, triggers or integrations you need, you can often launch simple feedback-loops quickly (in a few days to a couple of weeks). More complex programmes take more planning.

Yes. Whether you’re a small team wanting occasional feedback or a larger organisation running continuous feedback programmes, Customer Voice scales both technically and in terms of process.

The setup includes GDPR-compliant data collection, secure cloud infrastructure, consent tracking, and role-based access so only the right people see feedback data.

We set up workflows so certain feedback triggers alerts, follow-ups or tasks. Dashboards help you see trends, prioritise pain points and drive improvements based on what customers actually say.

Absolutely. It supports sentiment analysis, automatic categorisation, feedback trend detection, and with Copilot, you can even generate survey drafts or suggestion-prompts based on what feedback tends to come up.

Yes. It can connect natively with Dynamics 365 Sales, Customer Service, Power Automate workflows, and feed data into dashboards (e.g. Power BI) so feedback is visible in the tools your team uses every day.

We help you build intuitive and engaging surveys, using Microsoft templates or custom layouts, with clear questions, minimal friction and good timing so people are more likely to reply.

You can track things like Net Promoter Score (NPS), Customer Satisfaction (CSAT), sentiment analysis, feedback response times, and open-ended feedback which surfaces qualitative insights.

You can trigger feedback surveys after specific events: support tickets closing, after a purchase, or after service delivery. This helps you catch issues early, celebrate successes and improve continuously.

Because Customer Voice integrates deeply with the Microsoft Tech Stack, including Sales, Customer Service and Power Automate. That means feedback connects directly with your systems, you avoid disconnected data, and you get insights where your teams already work.

Customer Voice is Microsoft’s feedback-management tool that lets organisations gather, analyse and act on customer feedback in real time. With FormusPro’s help, you embed surveys into your customer journey so insights lead to action.