Gartner Research

Survey Analysis: Findings From the Voice of the Customer Vendor Survey Show Promise but Also Problems

Published: 14 January 2013

ID: G00246866

Analyst(s): Jim Davies


In 3Q12, Gartner conducted a survey to clarify the current state of the voice of the customer vendor landscape. The insights from this exercise reveal encouraging momentum and adoption by organizations, but also that more development work is needed by the vendors.

Table Of Contents

Data Insights

  • Solution Breadth Is Still in its Infancy
  • The VoC Market Is Fragmented With no Clear Leaders
  • VoC Program Ownership Is Diverse
  • There Is Encouraging Momentum Behind Cross-Channel VoC
  • The U.S. Is Dominating Cross-Channel Deployments
  • Business-to-Consumer Industries Dominate Investment
  • Methodology
  • Definitions

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