VOC charter

A VOC (Voice of the Customer) charter is a document that outlines an organization’s commitment to understanding and addressing customers’ needs and feedback. It defines goals, processes, and responsibilities for gathering, analyzing, and acting on customer insights. Essentially, it ensures that customer input is prioritized and systematically integrated into decision-making, leading to improved products, services, and overall customer satisfaction. The VOC charter helps align teams and sets a clear standard for how an organization listens to and values its customers' perspectives.