Definition
Voice of the customer (VoC) means gathering what customers say, in their own words, and using it to guide your choices.
VoC pulls together every place where customers speak. That means reviews, support chats, surveys, sales calls and social posts. The goal is to hear the patterns across all of them, not just the loudest voice.
A VoC habit has three parts. Collect feedback in one place. Sort it by theme and mood. Then share what you learn with the people who build, sell and support the product.
Why it matters
It keeps a team grounded in what users actually say, not what the team assumes. The exact words customers use are also great for your website, store page and ads.
Example
Every Monday, a small team reads a one-page summary of last week's feedback. It lists the top three themes, a few real quotes, and what they plan to do about each one.
Related terms
- Feedback tagging Feedback tagging means labeling each piece of feedback with a topic, like bug or price, so you can count themes.
- Review sentiment analysis Review sentiment analysis sorts reviews by the mood they show, such as good, bad or mixed.
- Customer feedback loop A customer feedback loop is the cycle of hearing feedback, acting on it, and telling people what changed.
- Feature request A feature request is a message from a user asking for something your product can't do yet.
Learn more
Updated by the Synthiya team. See all terms.