Voice of the Customer

Voice of the Customer (VoC) refers to gathering and understanding customer feedback and insights to improve products, services and overall customer experience. VoC programs involve collecting customer opinions preferences and expectations through various channels such as surveys, interviews, social media and reviews.

By analyzing this feedback, businesses can gain valuable insights into customer needs and perceptions, enabling them to make data-driven decisions and prioritize initiatives that directly impact customer satisfaction.

Implementing a robust Voice of the Customer program requires businesses to listen actively to customer feedback, both positive and negative, analyzing it for actionable insights and responding promptly to customer concerns. 

Check out our Voice of the Customer resources below.