# Voice of the customer: what it is and how it works
> Voice of the customer gathers and analyses what customers say about their needs, expectations and experiences.
URL: https://www.zorraquino.com/en/dictionary/ux/voice-of-customer.html

# Voice of the customer

Voice of the customer gathers and analyses what customers say about their needs, expectations and experiences

What it means, how it is used and where it comes up, with its related concepts.

[The whole glossary](https://www.zorraquino.com/en/dictionary)

## What it is and how it works

It can come from interviews, surveys, customer service conversations and other channels. It is worth relating it to behaviour and context, and distinguishing isolated cases from patterns. Listening to existing buyers should be complemented when it is also important to understand those who leave or choose another option.

Also known as

Voice of customer, VoC

Topics

[Research and insights](https://www.zorraquino.com/en/dictionary/category/investigacion-e-insights)

## Related concepts

- [Survey](https://www.zorraquino.com/en/dictionary/survey)
- [Willingness to pay](https://www.zorraquino.com/en/dictionary/willingness-to-pay)
- [Sentiment analysis](https://www.zorraquino.com/en/dictionary/sentiment-analysis)