What Are the Most Popular Methods to Gather Customer Feedback?

We asked 294 contact centre professionals ‘How Do You Capture Customer Feedback?’

This article is an extract from our ‘What Contact Centres Are Doing Right Now’ 2022 survey report, which was sponsored by NICE.

How Do You Capture Customer Feedback?

Speech and Text Analytics Increase in Popularity

In a shocking turn of events, this year’s results saw a reduction in all methods used to capture customer feedback except speech and text analytics.

This year the use of speech and text analytics to capture customer feedback rose 17.3% to 16.3%, just below 2020’s figure of 16.6%.

It is possible that this rise is a result of contact centres turning to smart solutions to monitor customer sentiment and gather feedback rather than continuing to use other resource-heavy alternatives.

Popularity Plummets Across the Board

The most significant decreases are in Voice of Employees (VoE), which dropped 12.2% from 59.0% in 2021 to 51.8% (decreasing 25.6% since 2019), customer research, which plummeted 23.3% to 31.9%, and website surveys, which have fallen 31.7% to 24.1%.

All three of these methods now stand at their lowest point for the last four years; however, there have also been less significant decreases for the other methods of capturing customer feedback.

This survey was done in partnership with NICE

Author: Robyn Coppell