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How ready are you for a Voice of the Customer Program?

Organizational Readiness Assessment

Use the Organizational Readiness Assessment below to determine if now is the time to start building a Voice of the Customer (VoC) program. This tool is specifically designed as step number one toward building an effective program. When completed, you will be able to make the most out the time, energy, and resources it takes to build an effective VoC program. 

Let's get started! 

For each of the following line items, rank them on a 1-5 scale where 1 represents "No way am I ready!" and 5 represents "Heck yeah, I was born ready!" 
1. What Voice of the Customer means for your organization is determined *This question is required.
2. Buy-in from Board of Directors (if applicable) 

If your company does not have a BOD, please select 5 as not to impact your readiness score. *This question is required.
3. Buy-in from Customer Support/Service *This question is required.
4. Buy-in from Engineering/Development *This question is required.
5. Buy-in from Executive leadership *This question is required.
6. Buy-in from Finance *This question is required.
7. Buy-in from HR/Compliance/Legal *This question is required.
8. Buy-in from Marketing *This question is required.
9. Buy-in from Product *This question is required.
10. Buy-in from Sales *This question is required.
11. All key stakeholders will be able to attend program status meetings *This question is required.
12. Key best practices for VoC program success have been determined *This question is required.
13. Feedback funnel along with all traffic and frequency of it is understood *This question is required.
14. Feedback is grouped into buckets or themes *This question is required.
15. A business case for the VoC program has been built and signed-off on *This question is required.
16. Program budget has been set and confirmed *This question is required.
17. Implementation timeline set and aligns with the overall business strategy *This question is required.
18. The VoC program is realistically prioritized against other organizational initiatives *This question is required.
19. No other initiative of high priority will be sacrificed *This question is required.
20. Key performance indicators (KPIs), or success metrics, are in place *This question is required.
21. Existing customer feedback sources have been audited *This question is required.
22. Missing points in your experience have been identified and remedied *This question is required.
23. Action expectations for the VoC program have been agreed on *This question is required.
24. All VoC data sources have been connected *This question is required.
25. Customer interaction with brand and product has been properly mapped and understood *This question is required.
26. Critical members of the VoC program have been identified and are onboard *This question is required.
27. VoC program member roles have been determined and set *This question is required.
28. Determine internal and external communication strategy *This question is required.
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