How to Measure the ROI of a Voice of the Customer Program

Published: 30 April 2018 ID: G00354972


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This report provides application leaders responsible for the customer experience with a way to measure the monetary value of a VoC program. By implementing a business outcome monetization process, organizations can calculate ROI by extending accounting metrics with new measures of value.

Table of Contents

  • Analysis
    • Step 1. Organize the Stakeholders
    • Step 2. Select the Metrics
    • Step 3. Baseline Existing Performance
    • Step 4. Describe the Capabilities
    • Step 5. Negotiate the Outcomes
    • Step 6. Monetize the Outcomes
    • Step 7. Determine the TCO
    • Step 8. Calculate the Hard-Currency ROI
  • Evidence
  • Gartner Recommended Reading
© 2018 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.

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