Voice of the Customer (VoC)

Voice of the Customer (VoC) is a customer experience research strategy that collects and analyzes customer feedback to understand their needs, preferences, and experiences. It uses customer data collection methods like surveys, interviews, and social media monitoring to gain insights for improving the customer experience.

VoC can involve both qualitative data (like open-ended responses) and quantitative metrics (such as Net Promoter Score) to identify trends and areas for improvement.