What is voice of the customer (VoC)?
The voice of the customer is a program or practice used to collect insights from customers as they interact with a brand and/or product. This establishes a relationship between the company and customer by including customer influence in product development. The method is commonly used by customer experience, research, and marketing teams to hear what customers have to say about a product, service, or brand.
Voice of the customer survey example
Common voice of the customer surveys are essentially variations of Net-Promoter Score, CSAT, 5-Star Rating, and open text questions. Here is an example of a simple VoC survey:
- Please rate your experience with Veridian Dynamics.
- Tell us about your experience
Why is the voice of the customer important?
The benefits of a better product, brand experience, and customer service team are all well-known. Voice of the customer practices support those initiatives by amplifying what customers are saying about your product or brand. Here are a few benefits for creating a voice of the customer program.
- It's faster than traditional support channels for gathering feedback
- It creates a channel for teams to view customer feedback
- It has benchmarks that help teams understand the impact of improving the product or brand experience
Get Started for Free or Schedule a Live Demo to Learn More
Related Blog Posts
Featured Blog Posts
Delta Testing and CX/UX: Elevating the Voice of the Customer
Let's get one thing straight: delta testing does not replace UX or CX. Yes, delta testing, also known as user testing automation, provides exploratory user experience feedback from real-world usage by representatives of your target market demographics. But delta testing's unique deliverables are complements to, not competing with, the work of UX and CX teams.
It’s Time to Bring Beta into the 21st Century
In the early 90s, the technological landscape was a very different place. Internet access wasn’t available in the average household. Cell phones weighed around a pound and a half. Spam was something you ate with eggs or over rice. And the idea of a home filled with technology that could wirelessly communicate not only with […]
Microsoft’s Dona Sarkar on Co-Creation and Leading a Thriving Beta Program
Technology is developed to serve people, but those people – customers – haven’t always had their own seat at the product development table. That’s what makes the work of people like Dona Sarkar so compelling. As the leader of the Windows Insider Program – Microsoft’s 17 million user beta program – Dona’s focus on co-creation […]
How Wearables Testing Shapes Success
Explore why beta testing is vital in turning wearable concepts into market-ready, trusted health devices.
A New Way to Inspire and Celebrate Testing
Chatting with Brad Day about Centercode's new Test Infographic, we dive into its inspiration, beta feedback, and evolution.