SPARK Matrix™: Voice of Customer (VoC) Platform, Q3, 2025

QKS Group's Voice of Customer (VoC) platform market research includes a comprehensive analysis of the global market in terms of emerging technology trends, market trends, and future market outlook. This research offers strategic insights for technology vendors to better understand the current market landscape, supporting their growth strategies; and for users to assess different vendors’ capabilities, competitive differentiation, and market position.

The research includes a detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix ranks and positions leading Voice of Customer (VoC) platform vendors with a global impact. The SPARK Matrix includes analysis of vendors such as Alchemer, Alida, CustomerGauge, Concentrix, Eloquant, Evalueagent, KaptureCX, Pisano, Sandsiv, Sprinklr, SurveyMonkey, SurveySparrow, SMG, Upland Software, Verint and Xebo.ai.

According to Shruti Jadhav, Principal Analyst at QKS Group, "The Voice of Customer market is undergoing a fundamental shift from capturing feedback to operationalizing intelligence at scale. AI is no longer a feature but a foundational layer, powering real-time insights, automation, and contextual engagement. As enterprises move toward unified experience platforms, execution not just ambition will separate market leaders from legacy providers. In this new era, vendors that deliver actionable intelligence, cross-functional usability, and ethical AI practices are best positioned to lead the next wave of experience transformation."

2025 Voice of Customer (VoC) SPARK Matrix
Source: QKS Group

Table of Contents

Executive Overview

Market Dynamics and Overview 

• Key Competitive Factors and Technology Differentiators

SPARK Matrix™: Voice of Customer (VoC) Platform

Vendor Profiles

Research Methodologies

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