Published: 05 February 2024
VoC platforms integrate feedback collection, analysis and action into a single unified solution to understand and improve the customer experience. Revenue and retention leaders can use this research to compare providers’ capabilities in alignment with important customer use cases.
The voice of the customer (VoC) platform market encompasses around 25 vendors that are able to collect, analyze and act on the entirety of direct, indirect and inferred customer feedback. Of these, only 10 met the inclusion criteria for this research.
Organizations have different levels of VoC maturity. Less mature teams tend to pursue lighter-weight functionality, such as simple email survey tools, SMS and in-app surveying, combined with dashboard reporting and email notifications. More mature VoC teams require advanced capabilities, such as customer journey orchestration, predictive and prescriptive analytics, and recommended next best actions and automated actions.
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Analysts:
Michael Maziarka, Maria Marino, Deborah Alvord, Chad Storlie, Patrick Quinlan
Gartner Critical Capabilities research complements Gartner Magic Quadrant™ analyses by offering deeper insights into products and services provided by multiple vendors in specific markets, focusing on how well each product meets detailed functional requirements rather than on the vendors’ overall market positioning.
For more information, see the FAQ on How Products and Services Are Evaluated in Gartner Critical Capabilities or visit the Gartner Critical Capabilities methodology page.
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