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

Summary

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

Recommended Reading

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.