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New Temkin Group Research Finds That Only 5% of Voice of the Programs Are Fully Effective

Temkin Group Unveiled Its Voice of the Customer Assessment Tool with Data from 199 Companies That Completed the Assessment

Waban, MA, October 05, 2010 --( In a new research report called “Assessing The Maturity Of Voice Of The Customer Programs,” Temkin Group examines data from 199 firms with formalized voice of the customer (VoC) programs that completed its VoC assessment. The research examines how far these companies have progressed through four levels of maturity for VoC programs that Temkin Group has defined: Collectors, Analyzers, Collaborators, and Transformers.

"Most companies get enormous value from voice of the customer programs, which is amazing since many of those efforts are still in their early stages of maturity,” stated Bruce Temkin, Customer Experience Transformist and Managing Partner of Temkin Group.

The research identified that only 5% of the companies that completed the assessment were at the highest level of maturity, a stage that Temkin Group calls “Transformers.” The vast majority of the companies wound up in the earliest stages of maturity.

According to Temkin: “Voice of the customer programs represent a great investment for companies and we expect to see even more focus on these programs in 2011.”

This report can be accessed from the Temkin Group website at or from the blog, Customer Experience Matters, at

For more information about Temkin Group, visit

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