# Voice of Customer (VoC) **Voice of Customer (VoC)** is the systematic process of capturing customer feedback — quantitative scores, qualitative comments, feature requests, complaints, ideas — and routing it to product, marketing, and CS teams to act on. ## VoC sources - Surveys (NPS, CSAT, CES, in-app, post-onboarding) - Support tickets and customer emails - Sales calls (won and lost) - CSM check-ins and QBRs - Community forums and social media - Product analytics - Win-back interviews from churned customers ## VoC outputs - Themed feedback reports (monthly) - Feature request roadmap - Risk early-warning system - Sales objection handling - Marketing message refinement ## Common pitfalls - VoC data collected but never synthesized - Synthesized but never shared with product - Shared with product but not prioritized - "We listened" → no visible action → trust erodes ## How BlueHill helps Survey responses, ticket sentiment, and CSM notes all land on the customer record. Tag-based filters surface themes ("billing", "performance", "integrations") so product can prioritize from real data. Related: [NPS](/glossary/nps) · [CSAT](/glossary/csat) · [Advocacy](/glossary/advocacy)