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VoC Platform Migration Checklist

Assess where your current VoC platform falls short and what your next VoC solution needs to deliver for an XM strategy that supports long-term growth.

Which Factors Matter Most When Switching Your VoC Platform?

All Considerations - Master Checklist

🔍 Current Platform Evaluation

Does it restrict the number of survey responses or active surveys?
Can you collect feedback from all relevant touchpoints (in-app, email, kiosk, social, call center, etc.)?
Are feedback sources fragmented across teams or tools?
Are you missing indirect feedback (reviews, support tickets, open text)?
Is multilingual support limited or inconsistent?
Are dashboards hard to customize or locked by role?
Are insights delayed or require exporting to analyze?
Are open-text responses hard to interpret or use?
Is there a lack of proactive alerting or workflow integration?
Is it only customer-focused, missing employee, partner, or stakeholder feedback?
Does it lack context—can’t combine operational and behavioral data with feedback?
No visibility across the full journey; only transactional data
Does it force you into rigid survey flows or dashboard templates?
Can you adjust role permissions, access levels, branding, or localization easily?
Does it lack pre-built programs for your specific industry?
Is your data stored in a non-compliant region (GDPR, KVKK, etc.)?
Are data encryption, backup, and disaster recovery plans unclear or missing?
Is it hard to manage permissions or access audits?
Are key tools like CRM, Helpdesk, BI disconnected from your VoC platform?
Do integrations break or require excessive manual fixes?
Does feedback data stay isolated from customer profiles?
Is the migration process complex, slow, or heavily dependent on internal IT resources?
Have you experienced data loss, downtime, or broken workflows during past platform changes?
Does your current platform struggle to adapt as your program scales or evolves?
Are platform updates or expansions disruptive to your operations?

🌟 New Platform Requirements

Supports unlimited survey and response volume across all roles and touchpoints
Centralizes direct and indirect feedback in real time
Offers multi-language support (100+ languages, auto-translation)
Supports omnichannel experience collection—online, offline, hybrid
Unified dashboards for all sources in one place
Real-time, customizable dashboards and reports by role, region, or product
Built-in AI-powered analysis (e.g., sentiment, theme clustering, root cause detection)
Trigger-based automated actions (alerts, tasks, follow-up)
Integrated closed-loop management tools
Ready-to-use research and benchmarking templates
Designed for Total Experience (Customer, Employee, Partner, Stakeholder)
Includes employee experience tools and internal feedback mechanisms
Customer journeys visualized with VoC layered over operational context
Flexible enough to scale VoC programs across units and touchpoints
Gen-AI tools like Leo to improve insight depth and reduce repetitive work
Full configurability of journeys, dashboards, workflows, logic, and branding
Industry-specific VoC programs ready to use, but fully customizable
Supports custom roles and granular access levels
Adapts to your operational model (cloud, on-premise, etc.)
Modular and scalable without replatforming
Proven enterprise-grade security (ISO, GDPR, SOC2, etc.)
Flexible deployment: Public cloud, Private cloud, or On-premise
Role-based access and full audit logs
End-user data management (consent, deletion, etc.)
Transparent documentation of backup and failover processes
Built-in integrations with top platforms (Salesforce, Zendesk, HubSpot, etc.)
Event-based or real-time API support
Data flows freely across systems—no silos, no duplication
Unified profiles combining experience, behavioral, and operational data
Frictionless setup and support from the vendor
Offers a well-documented migration methodology with minimal operational disruption
Provides dedicated migration and onboarding support
Ensures data continuity across feedback history, surveys, users, and reports
Built on an architecture that scales easily with your growing needs (regions, teams, channels)
Provides a clear separation between test and production environments for safe rollouts

1. Switching Due to Limited Channel Coverage or Feedback Reach

🔍 Current Platform Evaluation

Does it restrict the number of survey responses or active surveys?
Can you collect feedback from all relevant touchpoints (in-app, email, kiosk, social, call center, etc.)?
Are feedback sources fragmented across teams or tools?
Are you missing indirect feedback (reviews, support tickets, open text)?
Is multilingual support limited or inconsistent?

🌟 New Platform Requirements

Supports unlimited survey and response volume across all roles and touchpoints
Centralizes direct and indirect feedback in real time
Offers multi-language support (100+ languages, auto-translation)
Supports omnichannel experience collection—online, offline, hybrid
Unified dashboards for all sources in one place

2. Switching for Better Reporting, Dashboards & Actionability

🔍 Current Platform Evaluation

Are dashboards hard to customize or locked by role?
Are insights delayed or require exporting to analyze?
Are open-text responses hard to interpret or use?
Is there a lack of proactive alerting or workflow integration?

🌟 New Platform Requirements

Real-time, customizable dashboards and reports by role, region, or product
Built-in AI-powered analysis (e.g., sentiment, theme clustering, root cause detection)
Trigger-based automated actions (alerts, tasks, follow-up)
Integrated closed-loop management tools
Ready-to-use research and benchmarking templates

3. Switching to Move Beyond Survey Tools Toward Total Experience Management

🔍 Current Platform Evaluation

Is it only customer-focused, missing employee, partner, or stakeholder feedback?
Does it lack context—can’t combine operational and behavioral data with feedback?
No visibility across the full journey; only transactional data

🌟 New Platform Requirements

Designed for Total Experience (Customer, Employee, Partner, Stakeholder)
Includes employee experience tools and internal feedback mechanisms
Customer journeys visualized with VoC layered over operational context
Flexible enough to scale VoC programs across units and touchpoints
Gen-AI tools like Leo to improve insight depth and reduce repetitive work

4. Switching Due to Lack of Customization or Flexibility

🔍 Current Platform Evaluation

Does it force you into rigid survey flows or dashboard templates?
Can you adjust role permissions, access levels, branding, or localization easily?
Does it lack pre-built programs for your specific industry?

🌟 New Platform Requirements

Full configurability of journeys, dashboards, workflows, logic, and branding
Industry-specific VoC programs ready to use, but fully customizable
Supports custom roles and granular access levels
Adapts to your operational model (cloud, on-premise, etc.)
Modular and scalable without replatforming

5. Switching for Better Data Security, Compliance & Control

🔍 Current Platform Evaluation

Is your data stored in a non-compliant region (GDPR, KVKK, etc.)?
Are data encryption, backup, and disaster recovery plans unclear or missing?
Is it hard to manage permissions or access audits?

🌟 New Platform Requirements

Proven enterprise-grade security (ISO, GDPR, SOC2, etc.)
Flexible deployment: Public cloud, Private cloud, or On-premise
Role-based access and full audit logs
End-user data management (consent, deletion, etc.)
Transparent documentation of backup and failover processes

6. Switching to Eliminate Integration Pain and Data Silos

🔍 Current Platform Evaluation

Are key tools like CRM, Helpdesk, BI disconnected from your VoC platform?
Do integrations break or require excessive manual fixes?
Does feedback data stay isolated from customer profiles?

🌟 New Platform Requirements

Built-in integrations with top platforms (Salesforce, Zendesk, HubSpot, etc.)
Event-based or real-time API support
Data flows freely across systems—no silos, no duplication
Unified profiles combining experience, behavioral, and operational data
Frictionless setup and support from the vendor

7. Switching to Migrate Smoothly and Scale Efficiently

🔍 Current Platform Evaluation

Is the migration process complex, slow, or heavily dependent on internal IT resources?
Have you experienced data loss, downtime, or broken workflows during past platform changes?
Does your current platform struggle to adapt as your program scales or evolves?
Are platform updates or expansions disruptive to your operations?

🌟 New Platform Requirements

Offers a well-documented migration methodology with minimal operational disruption
Provides dedicated migration and onboarding support
Ensures data continuity across feedback history, surveys, users, and reports
Built on an architecture that scales easily with your growing needs (regions, teams, channels)
Provides a clear separation between test and production environments for safe rollouts

Need to Take This Checklist With You?

Get Your Editable Checklist

Get a fully editable Excel version of this checklist to use offline, share with colleagues, and customize for your team.

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Consult our experience management solution architects to learn more about how to get started.

Talk to Our Experts

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"Pisano provides a comprehensive VoC platform to gather, analyze, and interpret consumer feedback data that enables organizations to gain a deeper understanding of their consumers, resulting in better decision-making and increased customer satisfaction.''

Preshit Parab Analyst, at Quadrant Knowledge Solutions

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Satisfaction vs. Experience: One Moment Isn’t the Whole CX Journey

How Closing the Loop in CX Gets Easier with Task Management

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