Trends Report

The State Of VoC And CX Measurement Practices, 2022

VoC And CX Measurement Activities Must Become More Embedded In How Organizations Operate

Colleen Fazio , 
Maxie Schmidt
 and  five contributors
Dec 28, 2022

Summary

A recent Forrester global survey about organizations’ voice-of-the-customer (VoC) and customer experience (CX) measurement practices showed that there is room for improvement. Teams depend on surveys to collect feedback and metrics but do not listen effectively to unsolicited feedback. Because of data silos and action gaps, firms are not effectively using insights to drive business decisions. When it comes to measuring CX, organizations lack journey-level measurement and cannot link CX quality to business impact. This report reviews these and other insights from Forrester’s 2022 State Of VoC And CX Measurement Practices Survey.

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