Gartner Research

How Customer Service Can Improve Performance and Increase Customer Satisfaction With VoC

Published: 05 January 2015

ID: G00271396

Analyst(s): Jim Davies , Olive Huang, Brian Manusama


Customer service organizations that listen to and act on voice-of-the-customer feedback improve operational performance and increase customer satisfaction. VoC initiatives help drive long-term, short-term and real-time actions.

Table Of Contents
  • Key Challenges



  • Build the Business Case for a VoC Initiative
  • Prioritize Feedback Sources and Determine How to Store and Relate the Data
  • Determine Which Analytical Tools Are Required and How to Use the Insights Gathered

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