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For Customer Experience Professionals

How To Build A VoC Program In Healthcare

February 15, 2019

Why Read This Report

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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Table of Contents

  • HCOs Haven't Fully Leveraged The Power Of The VoC
  • Drive Better CX Through The VoC
  • Measure Yourself Against The Three Phases Of VoC Maturity
  • Recommendations

  • Build Your VoC Program To Support Driving Transformation
  • Related Research Documents

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