Trends Report

Overreliance On Surveys Holds VoC And CX Measurement Programs Back

Insights From Forrester’s 2023 State Of VoC And CX Measurement Practices Survey

March 13th, 2024
TC
Tyler Castro
With contributors:
Rick Parrish , Daniel Portillo , Shayna Neuburg

Summary

Forrester’s 2023 State Of VoC And CX Measurement Practices Survey reveals that programs rely on surveys but don’t do what’s needed to ensure survey quality. Few programs are collecting unsolicited feedback or making it valuable. Customer experience (CX) leaders can use this report to compare their voice-of-the-customer (VoC) and CX measurement feedback sources.

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