Voice of the Customer (VoC)

How will VoC be delivered in 2025.

Planning season is well underway so see how VoC will be delivered in 2025. 

By James West

Fall and all it’s glory is upon us here in Toronto with the trees on the leaves changing to magnificent colors and cooler temperatures taking over the heat of summer.  Like most organizations we are deep in planning sessions for 2025, and for myself in particular, how to best deliver VoC in 2025. 

What will be new: 

• We will be moving to collecting the data on an annual basis as part of the PABS survey simplifying data collection for clients. 
• For participating clients, you will receive a separate section in your PABS report containing your VoC scores and insights. 
• VoC scores can be included in the Executive Summary of your PABS report. VoC scores will not form part of your overall CEM Benchmarking score. 
• No fee for participating in the VoC program.

• A dedicated break out session to Voice of the Customer at CEM’s Annual Global Pension Administration Conference.

What you can still expect: 

• The framework and questions will remain the same. 
• Maintain both “optimized” and “directional” reporting. 
• All existing metrics will be maintained.