Voice of the Customer

Voice of the Customer (VOC) programs incorporate strategies, processes and techniques that a company can use to understand their customers’ perspectives and act on them. It focuses on customer needs, expectations, understandings, and product or service improvement.

A Voice of the Customer program gives insight into customer preferences, problems and complaints with the aim to improve customer satisfaction and loyalty.

  • Definitions
  • Types of Feedback
  • Why is VOC important?
  • Stats
  • How to Start a VOC Program
  • Types of VOC Feedback
  • VOC Metrics
  • Cases and Best Practices
  • Where can VOC be applied?
  • Common Mistakes
  • Simplified VOC Strategies in the Digital Landscape
  • Advanced Analytics and AI
  • Omnichannel Feedback Collection
  • Real-time Feedback and Response
  • Integration with CRM and Customer Support Systems

Content verified by

Eytan Hattem • Chief Customer officer, Prodware Group 

Content verified by

James Elliott • Chief Customer officer, EMEA

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