Programs
Voice of the Customer (VoC)
Also called: VoC, voice of customer
Voice of the Customer (VoC) is the way an organization collects, analyzes and acts on what customers say about their experiences - across surveys, on-site devices, digital channels and unsolicited sources like reviews and calls.
The four parts of a VoC program
- Listen - collect feedback where experiences happen: in the moment on site, after digital journeys, after calls.
- Understand - turn ratings and comments into insight with dashboards, text analytics and sentiment analysis.
- Act - route issues to the people who own them and track the fix - closed-loop feedback.
- Prove - show what changed: fewer complaints, faster fixes, better scores by location.
Common VoC mistakes
- Only surveying after the fact. Email surveys days later miss the details and most customers.
- Reports with no owner. Insight that doesn't reach a team with a deadline rarely changes anything.
- Ignoring physical locations. Stores, hotels, hospitals and washrooms need on-site collection, not just digital surveys.
VoC with Press'nXPress
Press'nXPress runs VoC across smiley terminals, tablets, QR codes, SMS, WhatsApp, email, web and voice, analyzes comments with PXP AI and turns issues into work orders with Action Hub - see the use cases for examples by industry.
Frequently Asked Questions
What are examples of Voice of the Customer data?
Ratings and comments from surveys, on-site kiosks, QR codes, SMS and email, plus unsolicited sources such as online reviews, support tickets, chats and call recordings.
What makes a VoC program successful?
Collecting feedback at the moments that matter, analyzing it quickly, and making sure each finding reaches someone who acts on it. Programs that only produce reports rarely change the experience.
How is VoC different from customer experience (CX)?
Customer experience is everything a customer goes through. Voice of the Customer is the listening part of improving it: hearing what customers say about that experience and feeding it into decisions.
Put it into practice
See how Press'nXPress collects feedback where experiences happen and turns it into action at every location.
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