Trend Report

Summary: The State Of Feedback Management (VoC) And CX Measurement, 2025

Insights From Forrester’s 2025 State Of Feedback Management (VoC) And CX Measurement Practices Survey

Maxie Schmidt , 
Colleen Fazio , 
Cole Walsh , 
Tyler Castro
 and  three contributors
Aug 08, 2025

Summary

Forrester’s 2025 global survey of feedback management/voice of the customer (VoC) and CX measurement practices reveals that programs must boost their impact. Most programs still struggle with getting stakeholders to act on CX insights and suffer from a lack of stakeholder confidence. This limited impact stems from weaknesses in core practices such as collecting feedback, tracking metrics, and effectively analyzing different types of data. This report summarizes key findings related to VoC and CX measurement practices, helping CX leaders benchmark their programs and identify areas for improvement.

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