Trends Report

Measure Yourself Against The Three Phases Of Voice Of The Customer (VoC) Maturity

April 1st, 2020

Summary

Voice of the customer programs need to start with the basics before progressing to those that generate the most insight. It’s normal for VoC measurement to start with surveys to identify the problems to fix. Once healthcare CX professionals nail the basics of VoC, they typically have results to build a business case for expanding their efforts. A fully realized healthcare VoC program is proactive, not reactive.

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