What is Voice of the Customer?

Voice of the Customer (VoC) is the process of collecting and analyzing feedback to understand what customers think, feel, and need.

It includes direct input like surveys and reviews, as well as behavior like usage patterns. Companies use VoC to improve service, boost satisfaction, and align better with customer expectations.

To learn more about voice of the customer, see our article “What is VoC (Voice of the Customer)?”