Voice of Customer - NPS

Stonehill helps organizations listen to their customers in a way that actually changes the business. We design and run Voice of Customer (VoC) programs - with Net Promoter Score as the flagship metric - that move past the number to the reasons behind it. The goal isn't a dashboard; it's a clear, prioritized view of what customers value, where the experience breaks down, and what to do about it.

Most feedback programs measure plenty and change little. We treat VoC and NPS as a management system, not a reporting exercise: capturing the right signal across the journey, connecting it to the operational drivers behind it, and closing the loop so insight turns into action. The result is sharper decisions, lower churn, deeper loyalty, and a customer experience that becomes a durable competitive advantage.

Our VoC & NPS Services:

  • VoC Program Design & Strategy — We build Voice of Customer programs that capture the right signal at the right touchpoints—combining surveys, qualitative feedback, and operational data into a 360-degree view of the experience, aligned to the journey and to business objectives.

  • NPS Program Design & Implementation — We design NPS programs that are simple, scalable, and tied to journey touchpoints. From survey design and channel selection to sampling and timing, we set the program up to produce signal you can act on.

  • Analytics & Root Cause Analysis — We segment responses, isolate the real drivers of loyalty, and uncover the root causes behind detractor behavior—so action is targeted at what moves the score, not the symptoms.

  • Closed-Loop Feedback Systems — We build the processes to follow up with detractors and re-engage promoters, turning individual feedback into faster recovery, stronger relationships, and measurable improvement.

  • NPS Culture & Capability Building — We train sales, service, and leadership teams to read the insight and own the improvement—embedding VoC and NPS as part of how the organization operates, not just another report.

Feedback is a powerful lens into customer relationships—but only if it drives action. We bring strategic clarity, proven frameworks, and hands-on support to help you act on every insight, working across healthcare, financial services, logistics, and technology with solutions tailored to your business model.

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We get people up, moving, and creating the next BIG ideas:

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