In the Temkin Group report The Current State Of Customer Experience, we examined several areas of activities, including voice of the customer (VoC) programs.
It turns out that more than half of the large companies had a formal VoC program in place. And when we asked about the results, the data was amazing — 83% of companies reported that they had positive results from those efforts.
There aren’t many activities going on within large companies that have this type of consistent results. But it shouldn’t be a surprise. What’s more aligning for an organization than getting clear feedback from customers?!?
That’s why Temkin Group has an extensive research effort underway looking at VoC best practices. If your company has a VoC program, then we’d love you to take our SHORT survey on your VoC efforts; and you’ll get access to the results.
The bottom line: Voice of the customer is an enterprise asset