---
Title: "What Is Voice of the Customer (VoC)? Definition"
Url: "https://computer.io/glossary/voice-of-the-customer"
Topic: "Customer experience"
Description: "Voice of the customer (VoC) is capturing customer needs, expectations and feedback and turning them into improvements. Methods, examples and AI use."
---

# What is voice of the customer (VoC)?

Voice of the customer (VoC) is the process of capturing what customers say, need and expect, through surveys, support conversations, reviews and interviews, and turning those insights into improvements to products, services and experiences.

## Sources

| Source | Insight |
| --- | --- |
| Support tickets | Problems and friction |
| Surveys | Satisfaction and loyalty |
| Reviews | Public perception |
| Interviews | Deep needs |
| Product usage | Actual behavior |

## Running a VoC program

Collect feedback from many channels, categorize themes, quantify impact, share with product and close the loop with customers.

## AI and VoC

AI can analyze every conversation for themes and sentiment, instead of a small sample.

## FAQ

### Why is voice of the customer important?

It ensures decisions reflect what customers actually need.

### What are VoC methods?

Surveys, interviews, support analysis, reviews, social listening and usage data.

### Who owns VoC?

Often CX or product teams, with input from support, sales and success.

## Related terms

- [Sentiment analysis](https://computer.io/glossary/sentiment-analysis)
- [Customer journey](https://computer.io/glossary/customer-journey)

## How Computer helps

- [Enterprise search and answers](https://devrev.ai/enterprise-search-and-answers)

## Further reading

- [Customer satisfaction](https://devrev.ai/blog/customer-satisfaction)