Industry data tells us that 63% of companies maintain a single set of customer feedback scores common across the company; 62% have a formal VOC program. Contrast that with the less than 30% of companies that maintain an active decision-making process for incorporating customer feedback into the business. So I’ll ask again – what’s the hold up?
In an incredibly engaging panel discussion facilitated by Satmetrix at our Distinctive Purchase Experience conference, the discussion focused on three major barriers to moving VOC (and in particular, NPS data) from merely data collection to actionable organizational change: Read More »
