Does IT need a voice of the customer (VoC) program for internal IT customers?

290 views3 Comments

Director in Manufacturing, 1,001 - 5,000 employees
Depending on the size of your organization absolutely yes. For smaller companies it may not be a dedicated role, but it should be a standard process that is regularly used
CEO in Services (non-Government), Self-employed
Absolutely. Voice of the customer programs highlight more than just satisfaction or dissatisfaction with IT services, they can provide insight into how well IT projects/initiatives align with desired business outcomes and can be measured in terms of value delivered. This in turn helps both business and IT redefine strategy with a cascade effect through refining the way in which transformation projects or programs are defined, how requirements are gathered, criteria used in vendor selection... and most beneficially helps to reduce technical debt.
Director of IT in Healthcare and Biotech, 10,001+ employees
Absolutely... feedback is a tool for self-efficacy and continuous improvement. And who could be the better to provide the feedback other than the folks receiving the service. It won't matter if it is internal or external...

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Very likely7%


Moderately likely20%

Moderately unlikely5%


Very unlikely1%




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CTO in Software, 201 - 500 employees
Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.
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