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  1. When we use the term Voice of the Customer (VoC), most people will automatically think of Net Promoter Score (NPS) or some form of customer satisfaction measurement tool.

    VoC actually refers to the way a brand captures customer feedback, and how they analyse and interpret these customer insights to improve the overall customer experience (CX).

    Not all brands are effective in using VoC. When capturing customer feedback, more often than not, a brand’s core objective is actually to learn how great the customer thinks they are! You will be familiar with the questions; would you recommend us? would you visit us again?

    These questions may help the brand boost their NPS score, but the responses are based only on customer intent. The power of VoC goes much deeper than this.
    http://customerthink.com/using-the-voice-of-the-customer-to-capture-much-more-than-an-nps-score/
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Mopinion is a proud sponsor of voice of customer news. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Voice of customer Tools in order to collect Voice of customer. Mopinion takes it one step further and offers a solution to analyse and visualise Voice of customer results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.