Gartner Research

CSPs Drive Competitive Advantage by Using Voice of the Customer

Published: 14 April 2014

ID: G00260771

Analyst(s): Charlotte Patrick , Jim Davies

Summary

VoC provides communications service providers with insight into customer experiences and can be used to inform improvement programs for competitive intelligence and within co-creation exercises. Customer insight and strategy teams should explore new areas in their search for a more holistic picture.

Table Of Contents
  • Key Challenges

Introduction

  • What Is VoC?

Analysis

  • Evaluate and Select VoC Functionality
    • Best Practices From AT&T
  • Develop Methods for Mixing Different "Voices" to Get Richer Insight
    • Sprint's Progress Toward a Hub
    • Best Practice for Bringing Voices Together
    • Two Examples of Bringing Voices Together
  • Create and Establish Tasks for VoC Teams
    • Example of VoC Organization
  • Development of New Channels That Will Become Important Parts of a VoC Implementation

Gartner 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