What exactly is a Voice of Customer study, and how is it different from a regular survey?
The Voice of Customer study involves in-depth conversations with your clients to uncover why they make buying decisions. A survey gives you simple “yes/no” answers – VOC reveals the motivations, fears, and factors that truly influence sales. It delivers insights that a survey never could.
How long does the entire process take from start to final report?
Usually between 2 and 6 weeks, depending on the number of interviews and depth of analysis. The process includes planning, interviews, data analysis, and a report with clear recommendations
How do you talk to my clients? Won’t that harm our relationship?
We speak in a neutral, professional, and non-sales manner. Clients feel comfortable because they know their feedback is valued and anonymous. In practice, these conversations often strengthen relationships and customers feel heard and appreciated.
Does the research include only current clients, or also lost and potential ones?
A VOC study can cover all key customer segments – those who dropped out during the sales process, new buyers, long-term clients, and those who ended the partnership. Analysing these groups helps you understand not only why customers buy, but also why they leave – and how your competitors win.
Will I only get analysis, or also actionable recommendations?
It’s not just data. You receive specific, ready-to-implement recommendations for sales, customer service, and your offer. Our goal is to outline practical steps that can improve your results immediately. Depending on your package, we can also include in-company workshops to help your team apply the changes right away – shortening the gap between analysis and measurable business results.
How can a VOC study help increase my sales?
A VOC study reveals the real barriers to purchase – such as unclear messaging, missing follow-ups, or product misalignment. By addressing those barriers, you naturally increase conversion and boost sales.
Can the research show me why clients choose the competition?
Yes, that’s one of the key insights VOC delivers. Conversations with former clients reveal which aspects of the offer, service, or pricing made them choose a competiton.
Is a VOC study a one-time project, or should it be done regularly?
A one-time VOC study gives you a “here and now” snapshot of customer needs and sales barriers. But since markets and expectations change constantly, companies serving new clients often choose to repeat the research cyclically.
In subscription mode, you get ongoing insight into customer opinions and can respond quickly to new trends, ensuring your offer, processes, and service always meet current expectations. It’s like having a “sensor” in your customer relationships, showing you where you’re strong and where there’s room to grow.
What does the cost of the VOC study depend on?
The cost depends on the number of customer segments, interview volume, and the depth of analysis. Every project is customized to your business size and goals, so you only pay for the insights that truly matter.
Can the research be adapted to my industry?
Absolutely. Each VOC study is tailored to your sector, customer profile, and business model. Whether you work in B2B or B2C, we adjust the questions and tone to fit your audience perfectly.
Will I get help implementing the recommendations from the report?
Depending on your package, we can support you in turning insights into action, through workshops, consulting sessions, or guided implementation. Our goal is to ensure the findings lead to measurable improvement.
How is client data protected, and is the research GDPR-compliant?
All data is handled securely and confidentially. We act as a data processor, using the information solely to conduct the study – under contract and in full compliance with GDPR regulations.
Can the research also improve customer experience, not just sales?
Definitely. VOC helps you understand what shapes the entire customer journey – not only why people buy, but also how they perceive your service, communication, and brand experience. That knowledge allows you to build stronger, longer-lasting relationships.
