We’re excited to share some big news: QuestionPro has been named in Gartner’s 2025 Critical Capabilities for Voice of the Customer (VoC) platforms report, validating QuestionPro’s strength in SMBs and mid-market CX.
This recognition reinforces that QuestionPro Customer Experience is built to deliver real impact, especially for small to midsize businesses and mid-market enterprises. From healthcare to travel, wellness to financial services, our platform is helping organizations collect feedback, generate insights, and drive action at scale.
Winning in SMB + Mid-Market: The Proof is in the Partnerships
“This recognition reflects the results we deliver to clients who want enterprise-grade functionality without the overhead of legacy platforms,” said Ken Peterson, President of Customer Experience at QuestionPro. “Our focus remains on helping mid-market brands and SMBs turn feedback into action — with powerful automation, AI-driven insights, and flexible pricing that scales with their needs.”
What Gartner Highlighted About QuestionPro Customer Experience
In the Critical Capabilities report, Gartner called out some of the key strengths of our platform:
- Automated Actions: Real-time alerts, ticketing, and follow-up suggestions based on AI-identified themes and root causes — helping you respond faster and smarter.
- AI at the Core: From our proprietary PathosAI for sentiment analysis to new GenAI-powered tools that draft surveys, surface insights, and even generate journey maps.
- Focus on Direct Feedback: A clean, scalable approach to VoC data collection via surveys, with recent innovations like Cmiles bringing kiosk feedback into the mix.
Of course, we’re not stopping there. While Gartner noted we have room to grow in areas like indirect feedback, we’re already building outer-loop integrations, machine-assisted insights, and more AI-powered journey analytics.
A Consistent Track Record
This isn’t the first time Gartner has recognized our CX platform. QuestionPro was previously named a Niche Player in the Gartner Magic Quadrant for Voice of the Customer in 2020, 2021, and 2024 — reflecting our consistent growth, innovation, and customer impact over the years.
The Bottom Line
If you’re a mid-sized business or SMB team that’s outgrown entry-level tools, but doesn’t want to get locked into bloated enterprise platforms, QuestionPro Customer Experience is built for you. We deliver the tools you need to map the customer journey, close the loop, and activate real-time feedback, with the flexibility and support to match.
Want to see how we can help your team? Book a demo or explore what’s new with our platform today.
Gartner, Inc. (NYSE: IT) is the world’s leading research and advisory company and a member of the S&P 500. Its report evaluated only 15 VoC providers out of the more than 1,000 options, basing the decision on vendors’ vision and technology and the fact that only a few vendors have a comprehensive, integrated capability that met the report’s criteria.
Legal jargon
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.
