Definition

voice of the customer (VOC)

Part of the Business terms glossary:

Voice of the customer (VOC) is the perception of a customer’s needs and wants. 

To determine the voice of the customer, an organization typically analyzes data reflective of what a customer does as well as what he says.  This includes close examination of data gathered from monetary transactions, market research, social media monitoring, customer feedback channels and Web analytics.

See also: customer analytics, customer experience management

This was last updated in March 2013
Posted by: Margaret Rouse

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