Voice of Customer (VoC) is the process of collecting and analyzing customer feedback to understand their needs, expectations, and pain points. Many companies mistakenly assume that VoC is limited to customer surveys. While tools like NPS® surveys provide useful insights, they do not constitute a full VoC program. A true VoC initiative goes beyond data collection to drive actionable improvements across the customer journey.

Neobanks cater to digital-savvy customers who actively share their opinions online. Traditional customer feedback mechanisms, such as NPS or CSAT surveys, often fail to capture the complete picture due to low response rates and inherent biases. Here’s how oCX addresses these challenges