---
title: Voice of the Customer
description: The first question indicates a reasonably strong openness on the part of centers to hear agent ideas on Customer Service overall.
---

- [My Account](https://www.benchmarkportal.com/my-account/edit-account/)
- [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/)
- [Discover](https://www.benchmarkportal.com/discover-us/)
- [Store](https://www.benchmarkportal.com/store/)
- [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/)

[![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com)

- [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) 
    - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/)
    - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/)
- [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) 
    - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/)
    - [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/)
    - [iBenchmark](https://www.benchmarkportal.com/ibenchmark/)
    - [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/)
- [Certification](https://www.benchmarkportal.com/contact-center-certification/) 
    - [Assessments](https://www.benchmarkportal.com/contact-center-assessments/)
- [Training](https://www.benchmarkportal.com/contact-center-training/) 
    - [AI in the Contact Center](https://www.benchmarkportal.com/ai-for-contact-center-professionals-certification/)
    - [Management Certification](https://www.benchmarkportal.com/contact-center-manager-training-certification/)
    - [Supervisor Certification](https://www.benchmarkportal.com/contact-center-supervisor-training/)
    - [Quality Assurance Certification](https://www.benchmarkportal.com/call-center-quality-assurance-training-certification/)
    - [Workforce Manager Certification](https://www.benchmarkportal.com/contact-center-workforce-manager-training-certification/)
    - [Coaching for Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/)
    - [Agent Certification](https://www.benchmarkportal.com/call-center-agent-training-certification/)
    - [Agent Soft-Skills](https://www.benchmarkportal.com/contact-center-agent-soft-skills-training/)
- Learning Chanel 
    - [Call Center Learning Channel](https://www.benchmarkportal.com/call-center-learning-channel/)
    - [Call Center Learning Channel Plus](https://www.benchmarkportal.com/call-center-learning-channel-plus/)
- [Resources](https://www.benchmarkportal.com/resources/) 
    - [Publications](https://www.benchmarkportal.com/contact-center-publications/)
    - [Mastery eBook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/)
    - [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles)
    - [Blog: Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices)
    - [Books](https://www.benchmarkportal.com/contact-center-books/)
    - [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/)
    - [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/)
    - [Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/)
    - - [CallTalk Radio Show](https://www.benchmarkportal.com/calltalk-radio-show/)
          - [CallTalk Archives](https://resources.benchmarkportal.com/calltalk)
    - - [News](https://www.benchmarkportal.com/contact-center-news/)
          - [Contact Centers and COVID-19](https://resources.benchmarkportal.com/covid-19)
          - [Press Releases](https://resources.benchmarkportal.com/news/tag/press-releases)
          - [Testimonials](https://www.benchmarkportal.com/contact-center-videos/)
          - [Videos](https://www.benchmarkportal.com/contact-center-videos/)
          - [Partners](https://www.benchmarkportal.com/partners/)
          - [FAQ](https://www.benchmarkportal.com/faq/)
    - - [Discover Us](https://www.benchmarkportal.com/discover-us/)
          - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/)
          - [About](https://www.benchmarkportal.com/about-benchmarkportal/)
          - [Our Team](https://www.benchmarkportal.com/our-team/)
          - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/)

Search ...

# Voice of the Customer

Listening to the voice of the customer is not just a cliché - - it is a key for measuring performance and for determining areas requiring improvement. Successful centers usually have open channels and open minds when it comes to gathering information, both positive and negative, from all channels.

 

| ## Voice of the Customer (Direct) | **5. Strongly Agree** | **4. Agree** | **3. Neither** | **2. Disagree** | **1. Strongly Disagree** | **Net Score top 2 –** **low 2** |
| --- | --- | --- | --- | --- | --- | --- |
| **When I have an idea for improving customer service, I know I will be heard.** | **38.5%** | **46.9%** | **10.1%** | **3.1%** | **1.3%** | **81.0%** |
| **We collect customer feedback directly on a regular basis** | **23.2%** | **39.7%** | **24.2%** | **9.5%** | **3.5%** | **49.9%** |
| **I receive direct feedback regarding MY customer’s satisfaction with my service.** | **27.6%** | **42.3%** | **21.8%** | **6.5%** | **1.8%** | **61.7%** |
| **Category Averages:** | **29.8%** | **43.0%** | **18.7%** | **6.4%** | **2.2%** | **64.2%** |

 

Overall, agents feel they will be heard if they have an idea for improving service, with question 1 providing a category-high Net Score of 81%. This is countered by a drop of 31%, down to 49.9% (question 2) regarding direct, regular feedback of customer input.

Question 3 shows that there are gaps in the direct, personalized feedback which agents receive from the customers they serve.

 

**Interpretation**

The first question indicates a reasonably strong openness on the part of centers to hear agent ideas on Customer Service overall.

However, in terms of individualized customer feedback, we know from experience that most centers simply do not have the technology necessary to provide direct customer feedback down to the agent level - - even though such technology is available in the market.

The proven benefits of feedback technology in terms of quality and costs, as well as the reductions in pricing of such technology over the last several years, are encouraging more management teams to acquire feedback-to-the-agent-level capabilities. Having the voice of the customer "coaching" the agent unfiltered has proven to be a major satisfier for employees. It is also the best way to foster self-improvement. This both empowers the agent and takes a negative onus off of supervisors.

 

| **Customer Direct Feedback** Impact: | ·      Agent Satisfaction ·      Caller Satisfaction ·      Compensation Incentive Processes |
| --- | --- |

 

My *Agent Voices* blog posts are the result of research on over 5,000 agent surveys conducted in North America. - - Bruce Belfiore

 Topics: [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Caller Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction), [Employee Incentives](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-incentives), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices)

### Improve Your Center

[Contact Center Certification](https://www.benchmarkportal.com/contact-center-certification/)  
[Assessments](https://www.benchmarkportal.com/contact-center-assessments/)  
[Custom Consulting](https://www.benchmarkportal.com/custom-contact-center-consulting/)

### Compare Your Center

[Contact Center Benchmarking](https://www.benchmarkportal.com/benchmark-your-contact-center/)  
[Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/)  
[Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/)  
[Automated Benchmarking](https://www.benchmarkportal.com/ibenchmark/)

### Excel With Training

[Management](https://www.benchmarkportal.com/contact-center-manager-certification-training/)  
[Quality Assurance](https://www.benchmarkportal.com/call-center-quality-assurance-certification/)  
[Workforce Management](https://www.benchmarkportal.com/contact-center-workforce-manager-certification/)  
[Coaching For Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/)  
[Supervisor / Team Leader](https://www.benchmarkportal.com/contact-center-supervisor-certification/)  
[Agent / Customer Service Rep](https://www.benchmarkportal.com/contact-center-agent-training/)  
[Call Center Campus Week](https://www.benchmarkportal.com/call-center-campus-2/)

### Support & Tools

[CallTalk Online Radio Show](https://www.benchmarkportal.com/calltalk/)  
[Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles)  
[Free Mastery Ebook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/)  
[Free Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/)  
[Testimonials](https://www.benchmarkportal.com/testimonials/)  
[News](https://resources.benchmarkportal.com/news/tag/press-releases)  
[Videos](https://www.benchmarkportal.com/contact-center-videos/)  
[Books](https://www.benchmarkportal.com/contact-center-books/)  
[White Papers](https://www.benchmarkportal.com/contact-center-white-papers/)  
[Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/)

[![](https://resources.benchmarkportal.com/hubfs/Backgrounds/Screen-Shot-.png)](https://www.benchmarkportal.com/contact-benchmarkportal/)

Copyright © 2026 BenchmarkPortal, LLC     |   [Privacy Policy](https://www.benchmarkportal.com/privacy-policy/)   |   [Directory](https://www.benchmarkportal.com/our-team/)   |   [FAQ](https://www.benchmarkportal.com/faq/)   |   [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/)   |   [Home](https://www.benchmarkportal.com/)