Gartner Research

How to Measure the ROI of a VoC Program

Published: 02 March 2017

ID: G00318849

Analyst(s): Jim Davies , Michael Smith


This research provides application leaders responsible for the customer experience with a way to measure the monetary value of a VoC program. By implementing a business outcome monetization process, organizations can calculate ROI by extending accounting metrics with new measures of value.

Table Of Contents


  • Step 1. Organize the Stakeholders
  • Step 2. Select the Metrics
  • Step 3. Baseline Existing Performance
  • Step 4. Describe the Capabilities
  • Step 5. Negotiate the Outcomes
  • Step 6. Monetize the Outcomes
  • Step 7. Determine the TCO
  • Step 8. Calculate the Hard-Currency ROI

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