This isn’t about sentiment score summaries — it’s about credibility.
This template gives execs a signal-rich summary that brings clarity, urgency, and alignment to CX priorities.
Definition: A Voice of Customer (VOC) report is a structured summary of what customers say, feel, and experience across their journey — used to inform product, operations, and strategic leadership.
| Benefit | Description | Impact |
|---|---|---|
| CX Credibility | Provide leadership with real user language | Build alignment around the truth |
| Faster Strategy Sync | Share clear themes without filtering by opinion | Speed up decision-making |
| Consistent Reporting | Replace anecdotal updates with structured analysis | Repeatable across quarters |
| Deep Context | Bring meaning behind the metrics | Add depth to score-based dashboards |
CX Ops + Strategy — Standardize executive VOC reporting
Product & CS Leadership — Align on what matters most to customers
Revenue and Growth Leaders — Understand the emotional drivers of churn or retention
Board-Level Executives — Track customer perception over time
This isn’t a scorecard. It’s a report of what people are saying, how they’re feeling, and what’s driving those scores — with quotes.
Yes. Run it quarterly, semi-annually, or before strategic planning. It’s made to scale.
Definitely. Quotes are central — they anchor every theme with emotion and clarity.
“The VOC report helped us bring clarity to our CX strategy. It’s no longer about who’s louder — it’s about what the customer actually said.”
— Adrienne Hibbert, Research Manager, Teknicks
