Features

How does… a voice of customer programme work?

We’ve asked some of the industry’s most knowledgable boffins to break down jargon to help you through those confusing meetings and indecipherable conferences. Here, MaritzCX’s Gillian Mackay explains how voice of customer programmes work.

Josie Tutty

December 19, 2018 8:44

What is a voice of the customer program?

A voice of customer program refers to the process of capturing customer feedback so that a company can improve the customer experience (and consequently improve business performance).

Oh, you mean when I’m asked to participate in a survey?

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Josie Tutty

Josie Tutty was Mumbrella's deputy editor. She worked on the publication between 2017 and 2019. She's previously written and edited in the UK for Jungle Creations and Trinity Mirror.

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