Written by Sophie
Summer is often when organisations start thinking ahead to the year ahead. We're already receiving more and more enquiries from organisations reviewing their VoC platform options for 2027.
In almost every conversation, there's a common theme: uncertainty about switching.
We get it.
Even if you're no longer getting the value you need from your current supplier, changing VoC platforms isn't as simple as signing a new contract. It's about protecting the years investment you've already made. Your programme design, customer feedback history, integrations, internal processes and team knowledge.
Here we’re sharing the questions we hear most often from organisations considering a new VoC platform, and how Canvas can help to make the transition as straightforward as possible.
If you're reviewing your options for 2027, we hope you find them useful.
Q1) Will we lose everything we've built?
It's one of the biggest concerns we hear from brands changing VoC platforms.
Years of programme design. Bespoke workflows. Historical data. Team knowledge.
No one wants to feel like they're starting from scratch.
The reality is that switching suppliers shouldn't mean losing the value you've already created. The right partner should take the time to understand your programme, migrate what matters and build on what's already working - not replace it for the sake of it.
At Canvas, we start every implementation by understanding your existing programme before we recommend any changes. Because a successful transition is about protecting your investment, not rebuilding it.
Q2) Will this become a six-month IT project?
This question delays more VoC decisions than almost any other.
Integrating a new platform with CRMs, contact centres, case management systems and reporting tools can sound like a huge undertaking.
It doesn't have to be.
Canvas is designed to fit into your existing technology ecosystem, with technical support throughout implementation and we don't charge extra for integrations.
Your IT team should be busy helping you move forward, not spending months connecting systems that should work together from the start.
Q3) What happens while we're switching?
You're considering migrating your VoC programme but you're worried about the disruption it may cause.
A new VoC platform should improve the customer experience, not interrupt it.
You can't afford missed feedback, operational downtime, confused teams. That's why planning matters just as much as technology.
When onboarding Canvas, we work alongside our clients to ensure testing, migration and launch are carefully managed, giving teams the confidence they need before go-live.
Switching platforms should feel controlled not chaotic.
Q4) What if our scores suddenly change?
It's a question every CX leader should ask when migrating VoC platforms.
Changing survey methodology or timing can affect customer feedback scores, even if customer experience hasn't changed at all.
Without the right planning, that can create unnecessary concern across the business, especially where teams are measured against those scores.
That's why we use Canvas to pilot, test and manage change before rollout, giving teams confidence that any movements in the data reflect reality, not the implementation.
Great technology should give you answers, not more questions.
Q5) How will we get our team up to speed?
It's the fifth and final question we hear most from organisations considering a new VoC platform.
We get it. Your teams already have enough on their plate. They don't want to spend days in training or hours watching onboarding videos just to get started.
That's why Canvas is designed to be intuitive from day one, with in-platform guidance and hands-on support whenever you need it.
For us, implementation isn't finished when the platform goes live. It's finished when your teams are confident using it and getting value from it every day.