Using the Voice of the Customer to Improve and Stay Customer-Centric-VSP Case Study

Since the inception of the organization, the customer has always been the focus for VSP. The CEO of VSP Global speaks with every new hire group to discuss both the mission of the organization, which is "to help people see," and to emphasize how critical service is to the overall strength of the organization. This case study looks at how VSP uses customer satisfaction surveys to benchmark first call resolution (FCR), customer satisfaction, and employee satisfaction and identify improvement opportunities to improve the customer experience.