CX Dictionary

The Voice of the Customer, also known as VoC, is the customer’s feedback or sentiment in relation to the experience they have with a business, product, or service. Typically measured through surveys, customer monitoring, or one on one conversations, the data gained from a voice of the customer program can help businesses understand customer needs and preferences to successfully tailor offerings.

The success of VoC programs is tributed to emerging customer trends like omni-channel engagement, real-time service, personalized experiences, and more.

Why is the voice of the customer (VoC) important?

A voice of the customer program will provide both qualitative and quantitative insight direct from the customer. Businesses can leverage the data to further understand market trends, flow of revenue, employee performance and more.

Additionally, a voice of the customer program provides a competitive advantage by giving businesses data to continuously appease customers.