Voice of the Customer (VOC)
Definition - What does Voice of the Customer (VOC) mean?
Techopedia explains Voice of the Customer (VOC)
There are many ways to gather information such as conducting focus groups, making contextual inquiries and performing individual interviews, to name a few. However, all of these methods involve a series of in-depth interviews that are focused on getting the customer’s feedback on experiences regarding current products and services or alternatives within the same category. These statements are then extracted of meaning and organized into a suitable hierarchy that can be used by the organization.