Gartner Research

Critical Capabilities for Voice of the Customer


VoC application vendors have varying strengths in the capabilities that organizations of different sizes need to manage customer feedback. Application leaders can use this report to understand key vendors’ capabilities, identify those aligned with their use cases and shortlist promising candidates.

Published: 25 January 2021

ID: G00468163

Analyst(s): Ed Thompson Jim Davies

Table Of Contents


What You Need to Know


  • Alchemer
  • Alida
  • Concentrix
  • Confirmit
  • CustomerGauge
  • InMoment
  • Medallia
  • NICE
  • Qualtrics
  • Questback
  • QuestionPro
  • SMG
  • SurveyMonkey
  • Upland
  • Verint
  • Data Collection
  • Analysis and Insight
  • Automated Action
  • Enabling Small and Midsize Business
  • Enabling Customer Service
  • Enabling Sales
  • Enabling Marketing
  • Enabling Enterprisewide CX Program
  • Small and Midsize Business
  • Enterprise B2B
  • Enterprise B2C
  • Marketing
  • Customer Service

Inclusion Criteria

Gartner Recommended Reading

Critical Capabilities Methodology

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