Data Overview Report

VoC And CX Measurement Teams Need More Robust Feedback And Data Practices

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 8, 2025

Summary

Insights from Forrester’s 2025 State Of Feedback Management (VoC) And CX Measurement Practices Survey show that organizations collect a lot of customer feedback and data, but don’t use it effectively. Customer experience (CX) leaders need a range of customer feedback and data sources so they can confirm their hypotheses, track CX, and uncover new insights.

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