Voice of Customer

The voice of the customer (VoC) is capturing what customers say about your organization. This includes direct feedback through surveys, reviews, and social media comments, as well as indirect feedback inferred from customer behavior and interactions. VoC involves systematically collecting, analyzing, and acting on this feedback to improve products, services, and overall customer satisfaction. By understanding and addressing the VoC, organizations can better align their offerings with customer desires, enhance loyalty, and drive business growth.