Summary
Insights from Forrester’s 2025 State Of Feedback Management (VoC) And CX Measurement Practices Survey reveal that organizations that measure CX at the journey level rely on surveys and lack other relevant data sources. Satisfaction is the most common metric used when measuring journeys, while nearly two-thirds of respondents say their organization has KPIs to measure journey health. Unfortunately, it’s less likely that organizations will act on journey metrics due to a lack of shared accountability for journeys.
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