XM Knowledge Base
For the eighth straight year, we have benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. This year we surveyed close to 178 large companies and asked them to complete our VoC Competency and Maturity Assessment, which evaluates their capabilities across what we call the “Six Ds:” Detect, Disseminate, Diagnose, Discuss, Design, and Deploy. This report also includes data from these companies’ responses to help you benchmark your own company’s VoC efforts.