What Are Voice of the Customer Surveys?

Voice of the Customer surveys are surveys that assess various aspects of the customer experience, including their needs and expectations, satisfaction levels and opinions regarding features and benefits of products and brands, states Qualtrics.com, an insight technology provider. Voice of the Customer surveys are one tool that organizations use to assess the current environment of their business and identify areas that require improvement.

A Voice of the Customer survey program needs to gather information, analyze the information, create a plan for action and monitor the progress, states Qualtrics.com. Some factors that these surveys can assess include the emotional ties that customers have with a business as well as their brand loyalty, among others.