Voice of Customer

Turn every customer voice
into a business advantage.

A structured programme for collecting, analysing, and acting on customer feedback across every channel and touchpoint. From post-interaction surveys to social listening, all feeding into one platform with closed-loop action built in.

Customer ExperienceOverviewVoice of CustomerNPS ProgramTransactional FeedbackInteraction AnalyticsJourney Mapping
What is VoC

Voice of Customer is more than a survey programme.

Voice of Customer (VoC) refers to the systematic process of collecting, analysing, and acting on what customers say about their experience with you. Done well, it covers every channel where customers express an opinion, from post-interaction surveys and relationship questionnaires to social media, app reviews, and direct complaints.

The goal is not to accumulate data. It is to build a continuous feedback loop where customer insight flows directly into decisions, and where the people responsible for those decisions can see exactly what customers are saying and why.

  • Multi-channel collection email, web, app, SMS, kiosk, chatbot, CATI, API
  • Multi-source feedback & Word of Mouth integration social media, complaints, reviews, and more
  • AI-powered sentiment analysis and topic modelling at scale
  • Closed-loop process from feedback to action to customer follow-up
  • Segment and benchmark across products, regions, and personas
  • Track CSAT, NPS, CES, response and resolution rates in real time
AI-classified themes
Service speed
+ve
Onboarding
+ve
Wait times
↔
Billing
−ve
2,841 open-text responses · AI classified
+72
NPS Score
94%
CSAT
2.1
CES
91%
Response rate
Multichannel Collection

Feedback wherever
your customers actually are.

Email & Web

White-labeled email surveys with high open rates. Web intercept surveys triggered by behaviour session-based, exit-intent, scroll depth, event-driven.

Mobile App & SMS

In-app intercepts and SDK integration capture moments of truth in real time. SMS with direct answer capability or link. Chat bot feedback during live service.

CATI & Direct

Computer-assisted telephone interviewing structured outbound feedback calls. Face-to-face digital interviews with full offline capability for fieldwork.

QR Code & Kiosk

Mood kiosks and printed QR codes ideal for retail branches, service points, and events. Instant in-the-moment feedback with no app or account needed.

Social & Reviews

Structured capture from social media, app stores, and review platforms. Aggregated sentiment alongside direct survey data for a complete voice picture.

API & Integrations

Connect any data source CRM events, transaction triggers, support ticket closure. Trigger-based surveys automatically sent at the right moment.

Dashboards & Reporting

From raw data to
decision-ready intelligence.

Four analytics layers that answer every question from what happened yesterday to what your team should do next week.

Descriptive
What happened? Counts, averages, trends, scorecards.
Diagnostic
Why did it happen? Root cause, driver correlation.
Predictive
What will happen? Churn risk, next-best-action.
Prescriptive
What should we do? Priority matrices, playbooks.
40+ chart types · Emotion curves · Power filtering · Benchmarking · Alerting · Push reports · Export to PPT / Excel / CSV
VoC Overview LiveAI on
+72
NPS
▲ +8
94%
CSAT
▲ +3%
2,841
Responses
this month
Channel breakdown
Email
68%
Web intercept
18%
SMS
9%
Kiosk
5%
AI Insight Card
Billing enquiry complaints up 23% this week correlated with new invoice format rollout.
Design a VoC programme that works.

Capture every signal and turn it into decisions your team can act on today.

Book a demo →
Frequently Asked Questions
What is a Voice of Customer programme?

A Voice of Customer (VoC) programme is a systematic approach to collecting, analysing, and acting on customer feedback across all channels and touchpoints. It goes beyond one-off surveys to create a continuous feedback loop covering transactional feedback, relationship surveys, social listening, and complaint data, all flowing into a single platform with clear ownership of action.

What channels does a VoC programme cover?

A comprehensive VoC programme covers email surveys, web intercept surveys, SMS, mobile app feedback, phone interviews (CATI), kiosk and QR code capture, and social media listening. Synopticom supports all of these channels from a single platform with results consolidated in one dashboard.