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Voice of Customer

TTool · Voice of Customer

By , Editor · · What’s Next

Customers keep telling you what's wrong. Support tickets pile up. Surveys come back. But nothing visibly changes, and the feedback is starting to dry up.

Voice of Customer (VoC) is a systematic feedback programme. You capture customer input from multiple channels — surveys, reviews, support contacts, social media — then aggregate, analyse, route to the right teams, and close the loop by telling customers what changed.

A four-step numbered sequence: 01 LISTEN, 02 GATHER, 03 CHANGE and 04 REPEAT, each with a short subline, framing a looping cadence. A caption reads "pointing the team outward breaks the inward spiral."
Method visual — Voice of Customer
A move inside a Playbook

“I've been asked to launch something and I don't know what users actually need.”

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