Operating · ecliptic · Manage Customer Service 6.5

Evaluate customer service operations and customer satisfaction

Measure service operations, warranty performance, and cross-channel experience, and act on customer-satisfaction and feedback signals.

https://gtm-k.github.io/business-model-almanac/processes/evaluate-customer-service-operations-and-customer-satisfaction/

Ranked software · 3 tools · snapshot 2026-Q3

Voice of Customer (CSAT / NPS)

Qualtrics Experience Management (Voice of Customer)

Enterprise experience-management leader (Qualtrics XM).

RANK #1 as of 2026-Q3 ranking basis

Medallia, Inc. Experience Management (Voice of Customer)

Enterprise Voice-of-Customer and CX leader.

Privately held under Thoma Bravo.

RANK #2 as of 2026-Q3 ranking basis

InMoment, Inc. Experience Management (Voice of Customer)

Enterprise Voice-of-Customer and CX leader; replaces the draft's SurveyMonkey Enterprise.

RANK #3 as of 2026-Q3 ranking basis