Turning Voice of the Customer Feedback into Actionable Mobility Insights
What if your relocation program’s best improvement ideas were already sitting in your survey data? See how Altair Global is building the frameworks and tools to surface deeper insights and put them to work toward better mobility decisions.
Customer feedback is one of the most valuable insight tools for improving business processes and the overall relocation experience. Yet for many organizations, the challenge isn’t collecting the feedback; it’s turning that feedback into clear, actionable data.
At Altair Global, we are continuously evolving the customer relocation experience by transforming our Voice of the Customer Survey responses into structured intelligence that helps our team members improve processes, better support relocating employees, and give our client partners greater visibility into how their mobility program is working.
Why Is Voice of the Customer Data Difficult to Use for Relocation Programs?
Organizations may collect large volumes of survey feedback, but extracting meaningful insights can be time-consuming and inconsistent.
Survey platforms can capture valuable data points such as employee satisfaction, issue-resolution feedback, and open-ended, qualitative comments. However, much of this information requires manual analysis to interpret and apply.
For operational teams, this often means:
- Manually documenting issue resolution details
- Difficulty aggregating and organizing data for deep analysis
- Delays in turning insights into action
As a result, critical feedback may be underutilized or slow to reach the teams who can act on it.
How Altair Is Unlocking Deeper Customer Experience Insights
Altair developed a structured approach to extracting and activating survey data collected through our experience management (XM) partner, Qualtrics.
Our enhanced close-the-loop approach leverages a targeted, process-integrated survey and automated workflows to organize feedback into accessible, actionable insights. This enables team members to quickly identify patterns, track trends, and connect relocating customer feedback directly to operational improvements – both internally and with our supplier partner network.
Introducing the Root Cause Survey Framework
Building on early success from Altair’s end-of-journey “Best Wishes” Survey, which captures feedback from employees after their relocation experience is complete, we expanded this approach in a pilot of a more granular internal tool: the Root Cause Survey.
This internal survey is designed to standardize how feedback is captured, categorized, and acted upon, providing some of the richest insights into the relocation journey about communication, service delivery, and overall satisfaction.
Structured Across:
Key Experience Areas
i.e., Altair Global, Supplier Partners, etc.
Standardized Inputs:
i.e., Direct Cause, Root Cause, etc.
Root Cause Categories:
i.e., Process Defect, Process Deviation, etc.
This structured approach drives process improvements and training, enhances root cause analysis, and strengthens data management.
Benefits include:
- Faster access to customer experience insights
- More consistent analysis by operations teams
- Reduced manual effort in extracting actionable data
- Improved trend visibility for program modifications
- Learnings to improve supplier partner service delivery
What This Means for Our Clients
Access to structured feedback insights also benefits Altair’s client partners.
By being able to organize survey data into meaningful trends and benchmarks at a quicker pace, clients gain a clearer view of how their employees experience relocation services, providing organizations with the feedback necessary to make informed program decisions.
“From a client perspective, this will allow us to benchmark their employees’ relocation experiences against a broader dataset in a structured, objective, and data-driven way.
There’s also an important Altair team-member story here. We’ve heard that the issue refinement and resolution documentation process has been both a priority and very time-consuming. This approach helps streamline that work and gives our teams a more efficient way to capture and act on feedback.”
– Ryan Agee, Vice President of Open Innovation at Altair Global
Innovating by Listening
As an XM organization, we take an outside-in approach — drawing on partner feedback and XM data to help drive continuous process and technology improvements. Over time, clients have asked for greater flexibility, improved access to relocation data, and tools that make it easier to manage employee mobility programs in an always-evolving digital landscape.
Some of Altair’s latest solutions that ease the relocation employee’s journey and support client partners include:
- Ali, Altair’s AI-powered virtual assistant for relocating employees, designed to provide quick support and information on their policy and benefits
- Marketplace, a one-stop-shop for relocating employees with cash benefits to select the moving services they need from Altair’s trusted partner network
- Enhanced Voice of the Customer programs that capture employee feedback across the relocation journey
These initiatives reflect a broader goal: meeting clients where they want us to meet them and continuing to evolve our technology and processes based on real-world program needs.
Transforming Feedback into Continuous Relocation Program Improvement
Customer feedback plays a critical role in improving relocation experiences, but its value depends on how effectively organizations can analyze and apply it.
By making Voice of the Customer Survey insights easier to access and act on, Altair is helping teams turn feedback into meaningful improvements that benefit relocating employees, client partners, and supplier partners alike. As these initiatives continue to evolve, structured customer experience insights will play an increasingly important role in shaping the future of global mobility programs.
SEE HOW EXPERIENCE MANAGEMENT DRIVES RESULTS
At Altair Global, Experience Management (XM) goes beyond surveys. It’s a structured, four-pillar approach that turns outside-in feedback into meaningful program improvements. Discover how our XM methodology delivers better outcomes for everyone in the relocation journey.
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What if your relocation program’s best improvement ideas were already sitting in your survey data? See how Altair Global is building the frameworks and tools to surface deeper insights and put them to work toward better mobility decisions.
Customer feedback is one of the most valuable insight tools for improving business processes and the overall relocation experience. Yet for many organizations, the challenge isn’t collecting the feedback; it’s turning that feedback into clear, actionable data.
At Altair Global, we are continuously evolving the customer relocation experience by transforming our Voice of the Customer Survey responses into structured intelligence that helps our team members improve processes, better support relocating employees, and give our client partners greater visibility into how their mobility program is working.
Why Is Voice of the Customer Data Difficult to Use for Relocation Programs?
Organizations may collect large volumes of survey feedback, but extracting meaningful insights can be time-consuming and inconsistent.
Survey platforms can capture valuable data points such as employee satisfaction, issue-resolution feedback, and open-ended, qualitative comments. However, much of this information requires manual analysis to interpret and apply.
For operational teams, this often means:
- Manually documenting issue resolution details
- Difficulty aggregating and organizing data for deep analysis
- Delays in turning insights into action
As a result, critical feedback may be underutilized or slow to reach the teams who can act on it.
How Altair Is Unlocking Deeper Customer Experience Insights
Altair developed a structured approach to extracting and activating survey data collected through our experience management (XM) partner, Qualtrics.
Our enhanced close-the-loop approach leverages a targeted, process-integrated survey and automated workflows to organize feedback into accessible, actionable insights. This enables team members to quickly identify patterns, track trends, and connect relocating customer feedback directly to operational improvements – both internally and with our supplier partner network.
Introducing the Root Cause Survey Framework
Building on early success from Altair’s end-of-journey “Best Wishes” Survey, which captures feedback from employees after their relocation experience is complete, we expanded this approach in a pilot of a more granular internal tool: the Root Cause Survey.
This internal survey is designed to standardize how feedback is captured, categorized, and acted upon, providing some of the richest insights into the relocation journey about communication, service delivery, and overall satisfaction.
Structured Across:
Key Experience Areas
i.e., Altair Global, Supplier Partners, etc.
Standardized Inputs:
i.e., Direct Cause, Root Cause, etc.
Root Cause Categories:
i.e., Process Defect, Process Deviation, etc.
This structured approach drives process improvements and training, enhances root cause analysis, and strengthens data management.
Benefits include:
- Faster access to customer experience insights
- More consistent analysis by operations teams
- Reduced manual effort in extracting actionable data
- Improved trend visibility for program modifications
- Learnings to improve supplier partner service delivery
What This Means for Our Clients
Access to structured feedback insights also benefits Altair’s client partners.
By being able to organize survey data into meaningful trends and benchmarks at a quicker pace, clients gain a clearer view of how their employees experience relocation services, providing organizations with the feedback necessary to make informed program decisions.
“From a client perspective, this will allow us to benchmark their employees’ relocation experiences against a broader dataset in a structured, objective, and data-driven way.
There’s also an important Altair team-member story here. We’ve heard that the issue refinement and resolution documentation process has been both a priority and very time-consuming. This approach helps streamline that work and gives our teams a more efficient way to capture and act on feedback.”
– Ryan Agee, Vice President of Open Innovation at Altair Global
Innovating by Listening
As an XM organization, we take an outside-in approach — drawing on partner feedback and XM data to help drive continuous process and technology improvements. Over time, clients have asked for greater flexibility, improved access to relocation data, and tools that make it easier to manage employee mobility programs in an always-evolving digital landscape.
Some of Altair’s latest solutions that ease the relocation employee’s journey and support client partners include:
- Ali, Altair’s AI-powered virtual assistant for relocating employees, designed to provide quick support and information on their policy and benefits
- Marketplace, a one-stop-shop for relocating employees with cash benefits to select the moving services they need from Altair’s trusted partner network
- Enhanced Voice of the Customer programs that capture employee feedback across the relocation journey
These initiatives reflect a broader goal: meeting clients where they want us to meet them and continuing to evolve our technology and processes based on real-world program needs.
Transforming Feedback into Continuous Relocation Program Improvement
Customer feedback plays a critical role in improving relocation experiences, but its value depends on how effectively organizations can analyze and apply it.
By making Voice of the Customer Survey insights easier to access and act on, Altair is helping teams turn feedback into meaningful improvements that benefit relocating employees, client partners, and supplier partners alike. As these initiatives continue to evolve, structured customer experience insights will play an increasingly important role in shaping the future of global mobility programs.
SEE HOW EXPERIENCE MANAGEMENT DRIVES RESULTS
At Altair Global, Experience Management (XM) goes beyond surveys. It’s a structured, four-pillar approach that turns outside-in feedback into meaningful program improvements. Discover how our XM methodology delivers better outcomes for everyone in the relocation journey.
