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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.

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A view on the ground

8 of 10 executives believe their company loses sales because of failure to create engaged customers.

Seven in ten Americans (70%) are willing to spend an average of 13% more with companies they believe provide excellent customer service.

Gathering feedback can increase cross-sell and up-sell effectiveness by 15 to 20 percent.

Gather powerful insights to create a world-class Voice of Customer program

  1. Customise your products and services, add-ons and features to meet the needs and wants of your customers
  2. Identify and prioritise what customers want most
  3. Get customer feedback on new concepts, ideas, decisions, questions, and solutions
  4. Improve digital experiences to align with customer’s needs and wants
  5. Remove friction from the customer support experience by understanding and addressing root causes
  6. 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

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Find the ‘why’ behind the ‘what’ with VoC analytics

Understand the emotions and sentiments that drive your customers’ actions with operational and experience data on a single platform. Through our predictive intelligence engine, you have powerful analytical tools to help you find hidden insights from open text feedback.

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Voice of customer analytics
Role based VoC dashboards and reports

Powerful role-based dashboards and reporting

Creating great customer experience is the responsibility of every member of the organisation, from executives to front-line workers. With Qualtrics, you can create flexible dashboards and pre-configured reports based on the specific role in the organisation. Now, the right information is in everyone’s hands to act quickly, close the loop, and improve customer experience.

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Collect VoC feedback at every touchpoint

Listen to your customers, wherever they are. Qualtrics moves your VoC program beyond just surveys with multi-channel feedback including:

  • Email
  • Chatbots and messaging apps
  • Text or SMS
  • Mobile
  • Native apps
  • Offline surveys
  • And more
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Voice of customer feedback channel icons

You’re in good company

Qualtrics gives us the full context of the digital experience and helps us adapt in the moment

The link between our testing, design and development teams allows us to build breakthrough products

Ready to hear the voice of your customers?

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.

  1. Identify key customer touchpoints and implement data collection methods such as surveys, interviews, and social listening tools
  2. Integrate and analyse data using text analytics and sentiment analysis
  3. Ensure organisational buy-in and train staff on customer-centric approaches
  4. Act on insights by making continuous improvements and close the feedback loop with customers
  5. 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.