Gartner Research

Voice of the Customer Amplifies End-User Sentiment of the IT Service Desk

Published: 05 October 2016

ID: G00315620

Analyst(s): Jim Davies , Jeffrey Brooks, Heather Colella , John P. Roberts


Voice of the customer is a research technique utilized by service providers to better understand customer sentiment. Concepts inherent to the methodology can be applied internally by I&O leaders looking to improve overall service levels and end-user satisfaction with the IT service desk.

Table Of Contents
  • Key Challenges
  • Recommendation



  • Expand the Existing Direct Survey Program to Implement Indirect and Inferred Feedback Sources

Gartner Recommended Reading

©2021 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?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.