Voice of the Customer analysis is a process for gathering customer feedback and turning it into insights that can be used to improve customer satisfaction. This process is nothing new, but it’s one that has taken on new importance in recent years as the role of IT user-facing support has shifted. In the past, IT user-facing support was primarily focused on providing reactive break-fix support. But as the technology landscape has become more complex and the expectations of users have changed, IT user-facing support teams have had to adapt. They are now expected to provide proactive and preventive support. To do this, they need to have a good understanding of what their customers want and need. That’s where Voice of the Customer comes in. In this blog post, we’ll explore how Voice of the Customer analysis can be used to improve IT user-facing support.

What is the Voice of the Customer?

Voice of the customer (VOC) is a term used in business and marketing that refers to feedback or input from customers about their experience with a company’s products or services. 

It is important for businesses to solicit and listen to VOC in order to improve their offerings and better meet the needs of their target market. Additionally, VOC can help businesses to identify potential issues with their products or services before they become major problems.

Listening to the voice of the customer can also help companies to develop stronger relationships with their customers, as it shows that they are interested in their feedback and are willing to make changes based on their input.

Overall, soliciting and listening to VOC is an important part of running a successful business. It can help businesses to improve their offerings, prevent potentially major problems, and develop stronger relationships with their customers.

How Voice of the Customer Impacts IT User-Facing Support

When it comes to understanding the wants and needs of your customers, there is no substitute for listening to their feedback. There are many ways to gather VOC data, including micro surveys, support effort scores, and user outreach by your Service Desk. Once collected, this data can be analyzed to identify trends and areas for improvement.

For IT user-facing support, VOC data can be particularly helpful in identifying pain points and opportunities in the support experience. This data can then be used to make improvements to the support process, such as streamlining self-service options or providing more personalized support. 

Ultimately, VOC data is an important tool for any organization that wants to provide a better customer experience. By taking the time to collect and analyze this data, organizations can make meaningful improvements that will have a positive impact on their customers

Our Approach to Applying Voice of the Customer

At Astreya, we go beyond the standard CSAT, applying the Voice of the Customer (VOC) model to gain actionable insights. This model utilizes a variety of channels, such as micro surveys, support effort scores, and user outreach by our Service Desk team, to gather customer feedback about their experiences and outcomes with regard to our services. It focuses on customer needs, expectations, understanding, outcomes and, in general, opportunities for service improvement. With both qualitative and quantitative data in hand, we can now see and understand the full story of how customers feel about their support experience.

We carefully analyze the quantitative and qualitative data gathered and use the results to tune the service to elevate and optimize the support experience. By taking a thoughtful and comprehensive approach to customer feedback analysis, we ensure you’re making decisions based on what’s truly important to your customers.


In conclusion, the Voice of the Customer (VOC) is a crucial element to consider when planning and designing IT user-facing support. By understanding the needs and wants of customers, Astreya IT support teams can provide a better overall experience that leads to higher satisfaction rates. Additionally, VOC can help identify areas where improvements need to be made in order to further enhance the customer experience. 

Astreya is in tune with your customers by taking an analytical and thoughtful approach to incorporating customer feedback into your strategy while providing an outstanding IT support experience. Our engineers and technicians can provide you with the expertise you need, so your employees stay productive. For more information about Astreya Service Desk, click here.