# What is Voice of the Customer (VoC)?

> Systematically collecting what customers say, need, and complain about, and routing it to product.

Canonical: https://www.decimal.app/glossary/voice-of-the-customer · Last reviewed: 2026-09-23

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

1. Tag tickets consistently. Themes are only countable if they're labeled the same way.
2. Quantify with revenue. Pair each theme with the accounts and ARR affected.
3. 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.

## Related terms

- [Net Promoter Score (NPS)](https://www.decimal.app/glossary/net-promoter-score): How likely customers are to recommend you, scored from −100 to 100.
- [Customer Satisfaction Score (CSAT)](https://www.decimal.app/glossary/csat): The share of customers who rate a support interaction as good after it closes.
- [Bug Report](https://www.decimal.app/glossary/bug-report): A write-up of unexpected behavior with enough detail for an engineer to reproduce it.
- [Known Issue](https://www.decimal.app/glossary/known-issue): A confirmed bug that's been acknowledged but not yet fixed.

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