- Australia
Leading Out-of-Home media company JCDecaux has partnered with IPSOS to create a new customer feedback program – JCDecaux VOICE.
Max Eburne, Chief Commercial Officer, JCDecaux, said: “JCDecaux VOICE has been developed to ultimately improve the customer experience in the long-term. It delivers regular, ongoing customer feedback, at key points throughout the JCDecaux campaign journey, to drive tactical and strategic change.
”Delivering exceptional customer service and a seamless Out-of-Home campaign experience has been, and continues to be, a top priority for our business. Customer feedback is an essential part of what makes our service the best in the business and, through our partnership with leading research company IPSOS, we will now be able to measure client satisfaction at every step of the customer journey.”
The program allows JCDecaux to implement strategic changes, act on any immediate issues and ultimately help client partners achieve success.
Three one-minute surveys are sent to clients throughout their campaign, providing a holistic overview of the end-to-end campaign experience. The first survey is sent when the campaign is booked, the second just before the campaign live date, and the final four weeks after the campaign has ended.
Elizabeth Baker, National Head of Investment, Zenith said: “We were delighted to work with JCDecaux to trial this new initiative. It’s clear they are dedicated to putting the customer at the centre of their strategy and committed to gaining an in-depth understanding of their performance in market for continuous improvement.”
JCDecaux VOICE follows the 2020 launch of JCDecaux CONSULT – a biannual survey implemented to capture feedback about JCDecaux’s performance to understand client needs and identify areas of growth – and continues JCDecaux’s ongoing commitment to delivering superior service.