2012 Research

Prepare for Next Generation VoC Programs

August 2012

We also found that high-performing companies have more VoC employees, act more on feedback, and use more analytics. The report includes a self-assessment and data for benchmarking a company’s VoC competencies and maturity level. As VoC programs mature, companies will increasingly need to invest in Customer Insight and Action platforms.


The report contains 27 figures with data on current VoC programs, our VoC competency and maturity assessment tool, results from companies that completed the VoC assessment, listing of leading-edge VoC capabilities, and what to look for in a Customer Insight and Action platform. Here are some high-level results from our VoC assessments:

$195 Buy Now
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