It’s exciting times here at Reputation as we have been named in the 2021 Gartner Magic Quadrant for Voice of the Customer (VoC)! We proudly join this exclusive list which highlights the 14 most advanced vendors in VoC. According to Gartner, “Reputation was added to this Magic Quadrant due to its ability to blend consumer ratings and reviews, social listening and surveying technologies as part of an integrated VoC offering.” Reputation’s emergence as an advanced vendor in VoC comes at a pivotal time in customer experience.
The way consumers live their lives has changed and the way we do business has changed due to the proliferation of data in the wild, the feedback economy and, over the past two years, the pandemic. Voice of the Customer programs are not just an incredibly powerful marketing technology, but they’re being used across all areas of businesses. They’re vital to anyone from customer experience teams to product innovation teams looking to understand what is working and what’s not. Brands need to focus on building — and in some cases, re-building — customer loyalty by understanding customer interactions. Gartner recognizes that Reputation’s rapid progress was spurred on by what the market, and consumers need.
In 2021 we expanded and innovated our customer experience capabilities, including:
- Launching Review Booster, to accelerate review volume growth
- Launching Reputation Score X, a tool to measure a brand’s performance in components like online visibility, customer sentiment, review volume and more
- Launching Reputation Score Portal, the first tool of its kind to provide at-a-glance rankings of businesses based on consumer sentiment
- Acquiring and integrating Nuvi, for best-in-class social listening capabilities
- Adding 134 product enhancements
- Becoming available on Google Cloud Marketplace
These innovations and many others help companies approach VoC in a unique way necessitated by the aforementioned changes in customers and the landscape. Traditional customer experience or VoC programs tend to focus on solicited data, but less than 6% of customer interactions are captured by surveys. In fact, 84% of CX decision-makers value unstructured data like third party reviews or social posts, but only 30% of feedback captured today is unstructured. Brands need to combine structured feedback and data in the wild for a full picture of their customer experience. This includes the entire customer journey from search to advocacy. Pivoting the VoC perspective from survey-only, 150-page immobile reports to a program that blends structured data and unstructured feedback that updates in real time allows brands to be more agile and make improvements on a complete picture of their customer experience.
Our Reputation Experience Management (RXM) platform is built to address the new VoC needs including improving search ranking, analyzing text and revealing actionable insights. Indeed Gartner stated in its report Reputation “differentiates itself based on how it can help enhance online reputation.” As for the future, Gartner says “Reputation is investing in its survey experience and supported channels, more advanced sentiment analysis, and improved journey analysis.” We’re excited about our legitimization as a leader in the VoC area and we’ll continue to innovate.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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