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Listening to feedback alone can be misleading
►

Feedback direct to the
company and via Social
is dominated by
extreme opinions

►

This results in chasing
the squeaky wheel and
ignoring the silent
majority

Status Quo:

Next Generation:

Behavioral data
Opt-in Feedback

Voice of Customer
VOC Measurement

Property of ForeSee – Proprietary & Confidential

1

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Customer Feedback vs Customer Experience Measurement

  • 1. Listening to feedback alone can be misleading ► Feedback direct to the company and via Social is dominated by extreme opinions ► This results in chasing the squeaky wheel and ignoring the silent majority Status Quo: Next Generation: Behavioral data Opt-in Feedback Voice of Customer VOC Measurement Property of ForeSee – Proprietary & Confidential 1

Editor's Notes

  1. Feedback is opt-in, and inherently reactive, because businesses focus on addressing the issues raised by the "squeaky wheels." Measurement is random and representative, which allows businesses to prioritize changes based on everyone's experience: lovers, haters, and those who fall somewhere in between.