1. In your opinion, where do you see most value from VoC to your business (top 3)?
It identifies new opportunities for the business to exploit
It validates size and shape of customer experience issues
It provides a measure on overall/touch-point customer performance (CSAT, CE, TRIM, EXQ, NPS etc.)
It provides insight into cause/effect of customer experience issues
It provides a tracking mechanic to support regulatory requirements
It is a leading indicator for resource/ investment decision making within the business
Other:
Select up to 3 answers.
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