Eptica surveyed over 150 organisations of all sizes to measure the current state of the VoC market in the UK.

While over three quarters (78%) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer (VoC). We found that less than a quarter (24%) of brands feel that existing measurements such as NPS, CSAT and CES give them the deep insight they need to transform their business, and the experience they provide to customers.

We invite you to download the full report for more key findings and infographics.