During the digital transformation planning process, a company distributed surveys and found that customers wanted a more detailed order status…

voice of the customer (VOC) is the process of gathering and implementing information about your

customers’ expectations, needs and hopes2. Businesses use VOC programs to efficiently collect

detailed market research about their customers and to improve their products or services based on

the customer feedback2. This is an example of the successful use of VOC, as the company distributed

surveys to understand what customers wanted, added online status information capability to their

website to meet the customer demand, and sent a customer satisfaction survey to measure the

impact of the improvement. This addition helped increase their customer base and repeat business,

which shows the value of listening to the voice of the customer.

1: Voice of the Customer: Definition, Benefits and How-To Guide | Indeed.com 2: What is the Voice of

the Customer (VoC)? - Qualtrics