Gartner Research

How to Measure the ROI of a Voice of the Customer Program

Published: 30 April 2018

ID: G00354972

Analyst(s): Jim Davies

Summary

This report 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

Analysis

  • 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

Evidence

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