The Enterprise and Economic Development Glossary a resource of the .network library

voice of the customer:

... customer speak, which means that buyers have a way that they can be heard loud and clear. They make statements by refusing to accept something of poor quality. Also, they speak out by not retuning as customers or clients once they refuse to accept products or services.

Voice of the customer implies that the buyer is the ultimate business decision maker in a free market economy. Jobs that depend indirectly as well as directly on customer satisfaction are at risk. It behooves all job holders to understand. Production workers, for example, need to hear customer speak as it relates to job security. Voice of the customer and customer speak mean the same thing in terms of hearing what purchasers and users have say. Both terms are applicable to enterprise development—see the definition of continual improvement.

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