Research report: The role of employee feedback in CX
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.
Download now for the full research analysis and to benchmark how your own Voice of the Employee programme compares with global practices.