Voice of Customer

The Voice of Customer (VoC) refers to the process of capturing and understanding what customers need, want, and expect from a product, service, or company. It involves collecting feedback through surveys, reviews, or direct communication and analyzing it to identify common themes and areas for improvement. By listening to customers’ experiences and preferences, businesses can make informed decisions to enhance quality, increase satisfaction, and build stronger relationships. Essentially, VoC helps organizations align their offerings with customer expectations to deliver better value and stay competitive.