Voice of the Customer (VoC)
What it is
Voice of the customer is the practice of gathering customer feedback from tickets, surveys, calls, and reviews, then organizing it into themes the product and engineering teams can act on.
Why it matters
Support tickets are the largest, most honest source of customer feedback a company has. Without a VoC process, that signal stays buried in the help desk.
Best practices
- Tag tickets consistently – Themes are only countable if they're labeled the same way.
- Quantify with revenue – Pair each theme with the accounts and ARR affected.
- Report on a cadence – A monthly summary for product beats an ad hoc Slack message.
How Decimal helps
Decimal's investigations tie customer reports to specific code paths and bugs, turning ticket volume into concrete, ranked engineering work.