How to Select a Voice of the Customer Vendor



Not a Gartner Client?

Want more research like this?
Learn the benefits of becoming a Gartner client.

contact us online


Selecting a voice of the customer solution presents challenges based on the diversity and immaturity of this rapidly evolving market. An evaluation model creates a transparent, auditable process that will help CIOs and customer experience leaders select vendors and complementary software solutions.

Table of Contents

  • Introduction
  • Analysis
    • Develop a Hierarchy of Criteria and Subcriteria for VoC Vendor and Software Selection
      • Functionality
      • Technology
      • Cost
      • Services
      • Viability
      • Vision
      • Usability
    • Identify the Relative Importance of the Criteria and Subcriteria
    • Score the VoC Vendor's Ability to Comply With Each Criterion
  • Recommended Reading
© 2013 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

Free Research

Discover what 12,000 CIOs and Senior IT leaders already know.

Free Access





Why Gartner

Gartner delivers the technology-related insight you need to make the right decisions, every day.

Find out more