Capture the voice of your customers

A Voice of Customer (VoC) survey is a focused set of questions that captures how customers feel about their experience with your product or service, what they need, and where you can improve. Because responses are structured and time‑stamped, you can track progress and spot trends over time.

NPS gives you a quick snapshot of customer loyalty with a single score—ideal for benchmarking over time or across companies. But it’s just the starting point. A VoC program goes much deeper, combining NPS with follow-up questions, open-text responses, and other feedback methods to uncover the “why” behind the score.

While NPS is a broad, generic measure, VoC surveys give you direct, actionable insights that help you understand customer needs, fix pain points, and ultimately improve the customer journey. In fact, a strong VoC program is one of the most effective ways to boost your NPS over time.

To capture the  voice of the customer the right way, you need to meet customers in the moments that matter the most: after a support chat, after an action on your website, in‑app, or at checkout. SurveyMonkey lets you deliver surveys via email, links, QR codes, or via triggers in tools like Salesforce and Zendesk, so feedback flows in without extra work.

SurveyMonkey makes it easy to capture VoC feedback at scale and on an ongoing basis. With SurveyMonkey, you can build expert-level surveys in minutes, see results in real-time, and surface insights with AI‑powered analysis. With 200+ integrations and enterprise‑grade security, it fits seamlessly into your workflow.