2024 Customer Experience MetriStar – Voice of the Customer Platforms

Published on: April 9, 2024

Author: Robin Gareiss, CEO and Principal Analyst
Four providers earned the Metrigy MetriStar Top Provider Award for Voice of the Customer (VoC) Platforms. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success.

Product Category

Voice of the Customer Platforms: VoC platforms gather feedback from customers about their experiences, preferences, and expectations with a company and its brands, products, and services. Tools in this category allow companies to collect data through direct surveys, interviews, or focus groups. The tools also may incorporate that data with data from third-party review sites or social media, as well as with passive measures, such as website statistics. The goal is to combine VoC feedback and use it to improve customer experience (CX) and loyalty, relying on dashboards, automated workflows, and policy-based alerts. Artificial intelligence (AI) also may play a role by taking action based on feedback or predicting events.

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