target audience: TECH BUYER Publication date: Nov 2023 - Document type: IDC MarketScape - Doc Document number: # US50052123
IDC MarketScape: Worldwide Voice of the Customer Applications 2023–2024 Vendor Assessment
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Abstract
This IDC study provides a thorough assessment of market-leading voice of the customer (VOC) application platforms and discusses the criteria that are most important for companies to consider when selecting a solution.
"Customers have learned that expressing their satisfaction or disappointment with a brand can not only be heard today, but they have learned that brands should be actively working to improve their products and services based on that customer feedback," says Lou Reinemann, research director for Voice of the Customer Applications at IDC. "Customers today are finding rich experiences with some brands and then demanding it from others when experiences fall short of expectations. Customer satisfaction is a key business priority today, and VOC platforms are a key component of successful VOC and CX programs to understand, track, and improve that satisfaction."