Why Read This
Companies use voice of the customer (VoC) programs to collect and analyze customer feedback, make customer experience improvements, and track the results of those improvements. In order to assess how well VoC programs carry out this mission, we polled our Global Customer Experience Peer Research Panel. We found that most firms still don't get the value they could from their programs, though core capabilities are improving. This report explores what programs do well and not so well, which factors contribute to success, and what approach customer experience professionals can take to calculate the financial value of their VoC programs.