Gartner Research

How to Measure and Justify Investments in Voice of the Customer Programs

Published: 01 February 2018

ID: G00320100

Analyst(s): Augie Ray

Summary

Voice of the customer programs provide valuable data and insight for many purposes within your organization. To maintain and increase their VoC investments, customer experience leaders must measure and promote the many ways VoC data is used and drives business outcomes.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Improve Measurability and Execution of VoC Programs Using Six Core Strategies
  • Quantify VoC Program Benefits in a Variety of Ways
    • Performance Metrics: Is Your VoC Program Supporting Those Inside the Organization?
    • Value Metrics: Is Your VoC Program Driving Demonstrable Improvements?
    • Safety Metrics: Is Your VoC Program Preventing Unnecessary Damage or Losses?
  • Frequently Communicate the Value of Your VoC Programs to Leaders

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