Customer Feedback vs Customer Experience Measurement

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The Right Survey

Listening to feedback alone can be misleadingFeedback direct to the company and via Social is dominated by extreme opinions This results in chasing the squeaky wheel and ignoring the silent majority

Status Quo:Behavioral dataOpt-in FeedbackNext Generation:Voice of CustomerVOC Measurement

Property of ForeSee Proprietary & Confidential#Feedback is opt-in, and inherently reactive, because businesses focus on addressing the issues raised by the "squeaky wheels." Measurement is random and representative, which allows businesses to prioritize changes based on everyone's experience: lovers, haters, and those who fall somewhere in between.1


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