Voice of the Customer - Definition
A helpful A-Z glossary listing key Business and IT transformation terms and technical definitions.
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Voice of the Customer
The "voice of the customer" is a term used to describe the stated and unstated needs or requirements of the customer.
The voice of the customer can be captured in a variety of ways, such as direct discussion or interviews, surveys, focus groups, customer specifications, observation, warranty data, field reports, complaint logs, etc.