XM Knowledge Base
VoC (Voice of Customer) Software
Powerful customer insights. Transformational results.
Creating great customer experience is the responsibility of every member of the organisation, from executives to front-line workers. By using Voice of the Customer (VoC) software, organisations can tailor dashboards and pre-arranged reports to meet the specific needs of various roles within the company. This ensures that the right people have the right information to act quickly, close the loop, and improve customer experience.
A view on the ground
8 of 10 executives believe their company loses sales because of failure to create engaged customers.
— Survey of Global Executives
Economist Intelligence Unit
Compared to those who had a poor experience, consumers who had 5-star experience are 2.3x more likely to increase purchase.
— Qualtrics Global Consumer Trends 2023
Gathering feedback can increase cross-sell and up-sell effectiveness by 15 to 20 percent.
— Gartner
Gather powerful insights to create a world-class Voice of Customer program
- Customise your products and services, add-ons and features to meet the needs and wants of your customers
- Identify and prioritise what customers want most
- Get customer feedback on new concepts, ideas, decisions, questions, and solutions
- Improve digital experiences to align with customer’s needs and wants
- Remove friction from the customer support experience by understanding and addressing root causes
- Ensure in-person experiences are exceptional, exceeding customer expectations and competitor threats
Qualtrics named leader in Gartner® Magic Quadrant™ for Voice of Customer (VoC) 2024
Measure and act on what matters most
Keep customer relationships healthy by always knowing where and when to act. CX Foundational leverages real-time predictive analytics to assess experiences across the customer journey and employs automated workflows to route data to the right teams. This ensures you focus on the moments that matter most and provides a scalable platform that grows with your organisation.
Surface insights directly from your customers
Quickly identify pain points and delight factors through automated analysis of customer feedback. CX Foundational’s text and sentiment analysis tools – powered by natural language processing – provide deep insights into customer needs and expectations, helping you understand and improve loyalty behaviors efficiently. As your CX program evolves, our platform adapts to support increasingly sophisticated insights.
Trigger actions and build loyalty at scale
Activate teams and close the loop with customers faster through smart automation and feedback management. CX Foundational enables you to quickly respond to feedback, resolve issues, and strengthen customer loyalty with scalable case management and ticketing capabilities. The platform is designed to expand alongside your business, facilitating continuous improvement in customer experience management.
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Voice of Customer FAQs
Voice of the Customer (VoC) is a term that describes your customer’s feedback about their experiences with and expectations for your products or services. The voice of the customer is best heard as an ongoing conversation. The key to creating an effective voice of the customer program is to gather and use information in a timely way that helps you to improve. Organizations often have multiple touch points with the customer that occur all across the organisation, including sales, support, warranty and accounting interactions.
Voice of the Customer (VoC) is measured by collecting customer feedback across multiple touchpoints via surveys (e.g., NPS, CSAT, CES), interviews, focus groups, and social media monitoring. There is not one metric, but rather analysing direct, indirect, and inferred feedback to understand expectations, preferences, and aversions. You can use text analytics to process unstructured data from open-ended questions and commentary and combine these insights with customer behaviour data and sentiment analysis to form a comprehensive view of customer experiences, which can guide customer-centric decision-making and strategic improvements.
No one becomes an industry leader without listening first to the customer. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success. When your customers share their voice in real-time with your organisation, they expect you to listen, act and report back to them on progress. The most effective Voice of Customer programs allow you to connect and engage with customers at key points along the customer journey.
To build a Voice of Customer (VoC) program, start by defining clear objectives aligned with business goals.
- Identify key customer touchpoints and implement data collection methods such as surveys, interviews, and social listening tools
- Integrate and analyse data using text analytics and sentiment analysis
- Ensure organisational buy-in and train staff on customer-centric approaches
- Act on insights by making continuous improvements and close the feedback loop with customers
- Ensure the impact of changes and adjust your strategy accordingly to enhance customer experience
A Customer Experience (CX) program encompasses all initiatives a company takes to improve the overall customer journey and satisfaction, focusing on the interactions between the customer and the brand. In contrast, a Voice of Customer (VoC) program is specifically dedicated to capturing, analyzing, and responding to customer feedback and insights to inform CX strategies. VoC is a component of CX, providing the data and customer perspective needed to drive CX improvements.
Digital Voice of Customer (VoC) involves collecting and analysing customer feedback from digital channels and touchpoints like websites, mobile apps, social media, and online reviews to understand online experiences and expectations, which can inform business decisions and digital experience enhancements.
Qualtrics Customer Experience software focuses on customer needs, expectations, understandings, and product improvement. With Qualtrics, you get the power of the ultimate listening engine, predictive intelligence and analytics, and full closed-loop actioning capabilities, so you can gain a holistic understanding of your customers’ experiences and take the right actions that drive meaningful impact.