About Vox Opinion

Vox Opinion is a Canadian market research firm that helps organizations measure and improve customer satisfaction. Known as Cible Recherche to its French-speaking clients, the company specializes in quantitative research that drives practical business results. With decades of experience, Vox Opinion is recognized for its rigorous methodology, strategic insight, and ability to design studies tailored to each client's unique needs. Their team supports clients across various industries, consistently delivering high-quality data and actionable insights.

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The Challenge: Missed Deliveries, Unhappy Customers

One of Vox Opinion’s clients—a leading furniture retailer—offered free delivery as part of its customer experience. But despite the convenience of this offering, customer satisfaction scores were beginning to drop.

At the time of purchase, customers were told only which day their furniture would arrive—but not what time. On the scheduled day, many customers would grow tired of waiting and leave home before the delivery truck arrived. These missed deliveries caused inefficiencies in the retailer’s delivery routes and delays for other customers.

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The Solution: Automating Delivery Alerts with Voxco IVR

Vox Opinion was already using Voxco IVR for survey research. Seeing an opportunity to do more with the platform, they proposed using the same system to send delivery messages on behalf of the retailer.

They integrated the retailer’s customer database with Voxco IVR and automated the outbound messaging process. Now, the night before each scheduled delivery, customers receive a message specifying the time the delivery truck will arrive.

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The Results: Higher Efficiency and Happier Customers

The new IVR-based messaging system significantly improved the retailer’s delivery success rate. Customers were more likely to be home when their furniture arrived, reducing missed deliveries and delays across the delivery chain.

This change not only created operational efficiencies and cost savings for the retailer—it also had a major impact on customer satisfaction scores. Out of more than 1 million calls made through Voxco IVR, there were only two recorded complaints.

“We have been using Voxco’s technology for 10 years. Being able to use Voxco IVR for surveys as well as for messaging programs has been a big advantage for us. We could grow our business into new areas, outside of surveys, by helping clients with their customer satisfaction programs. We could do this without any new investments, simply by leveraging the capabilities of the IVR system.”
— Jean Laroche, General Manager, Vox Opinion

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Expanding Possibilities with the Right Tools

Vox Opinion’s long-standing use of Voxco IVR has helped them do more than just collect data—they’ve delivered measurable impact for their clients. By using a single, versatile platform for both surveys and automated messaging, they expanded their services and supported business growth—without adding new infrastructure or cost.

Have questions about how IVR can support more than surveys? We’d be glad to chat. Book a demo now.

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