How To Build A VoC Program In Healthcare

February 15th, 2019

Arielle Trzcinski Principal Analyst

Faith Adams

With contributors:

Stephen Powers , Harley Manning , Annalise Clayton , Caleb Ewald

Summary

Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. To drive success, healthcare organizations (HCOs) must be able to understand how good — or bad — experiences are and where to focus improvement efforts. Application development and delivery (AD&D) pros must collaborate with CX and EX pros to deliver on customer and employee experience needs. This report maps out three levels of maturity for healthcare VoC programs and enables HCOs to build or assess their VoC program.

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