Voice of Customer Feedback VOC

Voice of customer

How we can help?

Voice of the customer (VoC) is the process of recording what customers are saying about your company, product, or service. Voice of the customer (VoC) refers to customer feedback about their experience and expectations with your product or service. It is concerned with their needs, expectations, insights, and service enhancement. Our Voice of the Customer solution assists businesses in better understanding and meeting the needs and expectations of their customers while also improving their products and services. Our Voice of the Customer programme reveals customer preferences, issues, and complaints. These VoC programmes recognise and respond to the customer's voice in order to improve customer satisfaction and loyalty. Companies are embracing the voice of their customers in order to use data to improve the way customers experience everything.

Our VoC solution helps you to

  • Capture authentic customer feedback at every key touchpoint to reveal what truly drives satisfaction and loyalty.
  • Identify trends and emerging pain points before they impact retention or brand reputation.
  • Combine structured metrics with open-ended feedback for rich, actionable insights.
  • Enable closed-loop response systems to recover dissatisfied customers in real time.
  • Empower managers with dashboards that turn customer sentiment into measurable improvement.
  • Link VoC results directly to operational KPIs for clear ROI on experience investment.

Customer Experience (CX) Management Services

Our CX Offerings

Program consultation and design

  1. Define key touchpoints and design feedback loops capturing the end-to-end customer journey.
  2. Establish survey frameworks aligned with NPS, CSAT and CES methodologies.
  3. Recommend omnichannel deployment strategies for digital, in-store and post-purchase experiences.
  4. Map VoC objectives to commercial metrics for ROI visibility.

Data capture and action tracking

  1. Aggregate feedback from web, mobile, QR and email channels into a single source.
  2. Prioritise alerts for detractors and low satisfaction events.
  3. Enable closed-loop resolution workflows through GDX or Qualtrics integrations.
  4. Track improvement actions, completion status and business impact.

Program creation and delivery

  1. Design branded surveys that encourage high engagement and authenticity in responses.
  2. Configure multi-language deployment with local customisation where required.
  3. Integrate surveys into CRM, POS and loyalty platforms for frictionless participation.
  4. Manage feedback governance, response rates and opt-in compliance.

Reporting and Analysis

  1. Provide role-based dashboards with NPS/CSAT trends and sentiment analytics.
  2. Deliver natural-language processing of open-text comments for actionable insights.
  3. Benchmark CX performance across brands, channels and regions.
  4. Correlate customer sentiment with mystery shopping and operational data for holistic interpretation.

Customer Experience (CX) Management Services

What makes us different?

  • As one of the most established customer experience CX companies specialising in voice of customer (VoC) management, we have been market leaders in CX Management for 26+ years with a global coverage in 100+ markets.
  • Our proprietary custom-built inhouse system and platform methods ensure a unique solution for each of our clients.
  • We are part of Sonata Software – India’s fastest growing IT Services business, with 5000 passionate technology professionals worldwide
  • We have strategic ongoing partnership with our clients and ISO9001 certification for quality assurance.
  • We have full omni-channel capabilities that provide bespoke end-to-end customer journey insights and analytics that drive meaningful change.

Frequently Asked Questions

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

RELATED SERVICES

  • Mystery Shopping measures customer experiences CX from an aspirational brand persective, ensuring your customers are receiving the differentiated service proposition defined by your business.
  • Employee Engagement listens to your frontline teams, and helps assess their alignment and support for your business, how well managed and supported they feel, and whether they have the approporate knowledge and tools to complete their tasks.
  • Competitor Assessments enable you to understand how changing customer perceptions are being driven by the activities of your competitors – assessed against brand agnostic criteria to give you a genuine like-for–like assessment and detailed analysis.

Sonata CX is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more on how we can help you, please fill out the form.