Voice of the Customer (VOC)

Voice of the Customer (VoC) refers to the collective insights, feedback, preferences, and perceptions of customers regarding their experiences with a product, service, or brand. VoC encompasses both direct and indirect feedback channels, including surveys, reviews, social media comments, customer support interactions, and market research data. By capturing and analyzing the Voice of the Customer, organizations gain valuable insights into customer needs, preferences, and pain points, which can be used to inform product development, marketing strategies, service improvements, and overall business decisions. VoC programs typically involve systematic data collection, analysis, and action planning to translate customer feedback into actionable insights and drive continuous improvement initiatives.