While over three quarters (78%) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer (VoC). That’s according to new research conducted for Eptica, which found that less than a quarter (24%) of brands feel that existing measurements such as NPS, CSAT and CES give them the deep insight they need to transform their business, and the experience they provide to customers.
The research found that despite brands analysing the growing number of interactions they have with their customers, they struggle to get real value from them.
https://contact-centres.com/brands-failing-to-listen-to-voice-of-the-customer/
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