Voice of the Customer: What's the ROI?


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

What’s the Return on Investment (ROI) for a VoC program? Most of us know that collecting customer feedback and acting on it will result in an increase in customer satisfaction. But how do you prove that increased customer satisfaction brings increased profits?

In this webinar, we took a holistic look at building a financial case for investment in a VoC program. We discussed the various sources of benefit as well as the softer side of getting a business case approved, illustrated with a series of real examples.

Hear from Tim Barker, Director, Customer Experience Management, Confirmit and guest speaker, Deanna Laufer, Senior Analyst, Forrester Research Inc., in this webinar where they discussed:

  • The importance of calculating ROI for a VoC program
  • The various sources of financial benefit for a VoC program
  • How to get started on creating a business case
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