What is the IFS Voice of the Customer Program?

  • 14 December 2020
  • 0 replies
What is the IFS Voice of the Customer Program?

Within IFS, we pride ourselves on not only providing solutions to our customers to allow you to create your own #MomentofService but also living by this ourselves.  Our Customer feedback is of ultimate importance to us, we feel that this allows us to measure how well we are doing, recognize our #teampurple colleagues responsible for delivering exceptional service whilst also providing valuable contribution to our IFS continuous improvement program.  Customer Experience data allows us to understand what our customers want and in turn, be used to prioritise what we need to do to make sure you get it.


Our Customerville surveys are designed to be short and engaging. Each one, asking specific questions relevant to the point in your journey with us, giving you the opportunity to rate our performance and also leave your own comments should you wish.  We operate both annual and journey-based assessments of your overall Customer Experience.  Our journey based activity has been created identifying critical moments in your IFS experience, for example, once we have completed a demo of our services to you, or, upon the closure of a support ticket, however, no individual customer will be sent a survey more than once within a 30 day period. 


We know it is likely we will interact with different people within your organization at different points within your journey with IFS, for this reason, we hope to share the surveys with the right people at the right time, however, if ever you feel there are more appropriate people for us to speak to, please do let us know.  You can always update your preferences here:  IFS communications preferences.

The survey invitation will come from our Customer Experience email address customerexperience@ifs.com.  


Your Feedback


We review every piece of feedback you share with us, however, the way we respond, will be dependent on the feedback we receive.  In some cases, we will get in touch with you directly, either to understand more or to take further action to resolve your issue, in other cases, your feedback may be consolidated and actioned as part of our wider Customer Experience strategy.

We know one size does not fit all and so we share updates in multiple ways.  Some may come directly from one of our IFS team members, others through our regular customer newsletters, reports or here on our IFS Community.


Should you have any questions, comments, or feedback the IFS Customer Experience team can be contacted directly through customerexperience@ifs.com .  We would like to thank you in advance for taking time to sharing your feedback with us, we look forward to hearing from you!

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