Gartner Research

How Supply Chain Leaders Can Use Voice of the Customer to Improve Customer Experience

Published: 28 June 2018

ID: G00352979

Analyst(s): John Johnson , Beth Coppinger

Summary

Leveraging voice-of-the-customer insight helps the supply chain play an active role in defining and responding to customer needs. This research helps supply chain leaders focused on fulfillment to leverage the voice of the customer to improve service and enhance the customer experience.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Identify Sources for Collecting VoC Feedback
  • Collaborate Across the Enterprise to Create a Program for Capturing and Using VoC Data
    • Inventory Existing Data Sources
    • Identify and Involve Partners
    • Brainstorm Surveys and Other Listening Posts
    • Prioritize the Various Customer "Listening" Posts and Identify Your Most Pressing VoC Opportunities
    • Catalog Outputs
  • Create a Closed Feedback Loop With Customers
  • Expand Supply Chain Metrics to Incorporate Several Measures of CX

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