Customer feedback has long been used by organisations as a way of surfacing insights to help them refine and improve their support, services and products.
But there is another similarly important source of insight also on the doorstep of organisations – their employees.
MyCustomer and Confirmit's new research report hones in on some key areas of Voice of the Employee programmes and their link to CX, unearthing findings around:
- Which department most commonly owns VoE programmes – and who has ownership of the high-performing programmes.
- What tools and technologies are most commonly used by practitioners – and which are being used by high-performers.
- How often VoE insights are collected, and how that data is used, and what the practices are of those with high-performing programmes.
- What the biggest obstacles to VoE adoption are.
MyCustomer and Confirmit's new research report hones in on some key areas of Voice of the Employee programmes and their link to CX. Here's a rundown of the findings [click to enlarge]:
Download the full report here.
About Chris Ward
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.