Trends Report

The State Of VoC And CX Measurement Practices, 2022

VoC And CX Measurement Activities Must Become More Embedded In How Organizations Operate

December 28th, 2022
Colleen Fazio, Senior Analyst
Colleen Fazio Senior Analyst
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Rick Parrish , Rachel Kwon , Michael Green , Daniel Portillo , Arianne Burnette

Summary

A recent Forrester global survey about organizations’ voice-of-the-customer (VoC) and customer experience (CX) measurement practices showed that there is room for improvement. Teams depend on surveys to collect feedback and metrics but do not listen effectively to unsolicited feedback. Because of data silos and action gaps, firms are not effectively using insights to drive business decisions. When it comes to measuring CX, organizations lack journey-level measurement and cannot link CX quality to business impact. This report reviews these and other insights from Forrester’s 2022 State Of VoC And CX Measurement Practices Survey.

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