Voice of the Customer

Gartner 2021 Magic Quadrant for the Voice of the Customer Report Qualtrics named a two-time Leader

A great Voice of the Customer (VoC) program starts from the outside in — with authentically connecting to your customers, at scale. For the second consecutive year, Qualtrics has been named a Leader in the 2021 Gartner® Magic Quadrant™ for the Voice of the Customer*.

Get the complimentary report to gain unbiased insights, including the current state of VoC programs, the Gartner evaluation of each VoC vendor, and why Qualtrics was named a Leader.

According to Gartner® the VoC application market is maturing rapidly and we have observed several important developments over recent years. These include:

  • Market size: Despite the COVID-19 pandemic, the market grew by around 20% in 2020, which has progressed the size of the VoC application software market beyond $2 billion per year.
  • Market forecast: Market revenue growth has averaged between 15% and 25% over the last decade and it looks set to continue at the upper end of this range in the coming years.
  • AI-driven analytics: Advances in analytical features enable data to be converted into insights, and provide actionable diagnostic, predictive and prescriptive advice. Increasingly sophisticated AI-driven analytical capabilities are designed to ingest, parse, understand and obtain insight from unstructured data of both text and voice, including customer service calls, chatbots, social media posts and open-ended survey questions.

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