Voice of the Customer for B2B
VOC Programs That Predict Who Will Stay
We design and run voice of the customer programs for B2B companies, so you hear what accounts really think and know which ones are at risk.
- Built on the Business Retention Index, not just NPS scores
- Confidential customer dialogue your account teams can't get
- Executive report with ranked priority actions
B2B marketing research consulting since 1987, led by founder Anne Miner.
Prefer to talk? Call +1 888.281.3074
Talk About Your VOC Program
Tell us about your customers and goals. We'll follow up to scope a program that fits.
Why B2B Companies Choose Our VOC Programs
A signal, not a snapshot
Our feedback programs produce a predictive signal about future behavior, not just how someone feels today.
See at-risk accounts early
Business Retention Index analysis pinpoints which high-value accounts are truly at renewal risk, before revenue erodes.
A better answer than NPS
The Business Retention Index measures whether a customer will actually stay, not just whether they'd recommend you.
Built for B2B relationships
We work with B2B corporations, mid-sized firms and start-ups. No consumer panels, no generic survey tools.
Full service, start to finish
We design the program, run the customer dialogue and deliver the findings. You don't staff it yourself.
Ranked actions, not raw data
Executive briefings give you a concise report with priority actions your leadership team can act on.
What a Dunvegan VOC Program Includes
A voice of the customer program only pays off when it changes what you do next. We build customer feedback systems around The Platinum Rule® - treat other people the way they want to be treated - so you learn what each account actually wants and can respond to it.
Our Business Retention Index is a proprietary metric built on 25+ years of research that predicts customer retention with 90%+ accuracy. It sits at the centre of the CX research we run, turning feedback into a clear view of who will renew and who will not.
- Customer feedback program design and ongoing management
- Voice of the customer research for B2B companies
- Business Retention Index scoring for every account surveyed
- Confidential customer dialogue handled by our team, not yours
- Leadership calibration: compare what you believe with what customers say
- Account renewal risk and churn risk analysis
- Executive briefings with ranked priority actions
- Employee retention and engagement research using the same methodology
What Happens After You Reach Out
We learn your situation
We talk through your customer base, your renewal cycle and what you need the feedback to answer.
We scope the program
You get a proposed VOC approach: who we speak with, what we measure and what you receive.
You get ranked actions
We run the research and deliver an executive briefing with at-risk accounts and priority actions.
Frequently asked questions
How is this different from NPS?
NPS asks whether someone would recommend you. Our Business Retention Index measures whether a customer will actually stay. It is built on 25+ years of research and predicts retention with 90%+ accuracy.
Do you only work with large companies?
No. We serve large B2B corporations as well as small and mid-sized businesses and start-ups.
What does a VOC program cost?
Pricing depends on the size of your customer base, how deep the dialogue goes and how often you want to run it. Tell us your situation and we'll scope it for you.
Do you serve companies outside North America?
Yes. We work with clients across North America and around the world.
Is this software we have to run ourselves?
No. This is full-service consulting. We use our own proprietary processes, metrics and software and we run the program for you.
Can you also look at employee feedback?
Yes. We offer employee retention and engagement research that uncovers where leadership's view of the workplace differs from what employees actually experience.
Find Out Which Customers Will Stay
Tell us about your accounts and your renewal risk. We'll show you how a VOC program built on the Business Retention Index would work for your business.
- Built on the Business Retention Index, not just NPS scores
- Confidential customer dialogue your account teams can't get
- Executive report with ranked priority actions
Prefer to talk? Call +1 888.281.3074