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Voice of Customer (VoC)

Use this template to understand and address your customers' needs.


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Verbatim
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Need
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Requirement
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Persona
(optional)
[What the customer said, e.g. "I want the food I ordered online."][What the customer needs, Completed delivery][How you can solve this need, e.g. Online order accuracy][Which persona this corresponds to, e.g. June Shine (frugal foodie)]


Where to gather your customer's voice:

  • Customer interviews

  • Live chat: See our Customer Support "Voice" Template

  • Online customer surveys

  • Social media DMs and posts

  • Website behavior: Tools like Google Analytics and heat maps provide insights on customer behavior.
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  • Customer reviews: 95% of customers read reviews before making a purchase decision. 72% of customers won’t take action until they’ve read reviews. Try using sites like G2, Gartner, and Capterra to gather your customers' feedback. remote-work-software-getguru.png

  • NPS surveys

  • Emails

  • Focus groups

  • User testing

  • Diary studies


Other templates you might like:

All these templates are in Guru, and you can grab them here.

Templates are crafted by companies like:

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You must have Author or Collection Owner permission to create Guru Cards. Contact your team's Guru admins to use this template.