Gartner Research

How to Start Creating a Voice-of-the-Customer Strategy

Published: 21 October 2016

ID: G00316883

Analyst(s): Jim Davies


An enterprisewide VoC program can be a significant asset, but not all such programs look the same, and sometimes other activities should take precedence. In this document, Gartner identifies, for application leaders, the key decisions that have to be made about the development of a VoC strategy.

Table Of Contents
  • Key Challenges



  • Assess Your Organization's Desire and Competency to Run a VoC Program
  • Identify the Most Suitable Operating Model for a VoC Program
  • Determine a Suitable Scope for a VoC Program, in Light of the Available Budget and Feedback Channel Options

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