Best Practice Report

The Case For Closing The Customer Feedback Loop

April 11th, 2022
Colleen Fazio, Senior Analyst
Colleen Fazio Senior Analyst
With contributors:
Maxie Schmidt , Harley Manning , Daniel Portillo , Shayna Neuburg

Summary

According to Forrester’s Q2 2020 State Of VoC And CX Measurement Programs Survey, 61% of respondents said their companies don’t have a formal process for closing the customer feedback loop. Companies that fail to follow up with customers miss opportunities to drive business value, strengthen customer loyalty, and gain deeper customer insights. This report will help voice-of-the-customer (VoC) program leaders show the imperative for closing the customer feedback loop.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.