Voice of Customer (VOC)

Category: Research

The structured practice of capturing what customers say — in their own words — and feeding it back into strategy, product, and copy.

VOC programs combine surveys (CSAT, NPS, PMF), interviews, review mining, and sales-call transcript analysis to build a searchable library of verbatim quotes. The output isn't a report — it's a shared repository your writers, product managers, and designers reach for when they write, spec, or design. VOC-driven copy converts 30–50% higher than committee copy.

See also: nps, interview, research