---
schema_version: "1"
id: 41882782d3a3ca501928c2965ada87e7088716525f3f409ee11e10907f5d4f10
title: Voice of Customer (VOC) Score
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/csi_score_work_metrics_voc.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.csi_score_work_metrics_voc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bffce9ce62fb613619867593e33997ec369f945f15e0f0aef70aedc0a155316f
description: Assesses how customers feel about their experiences and serves as a key driver of brand reputation and customer advocacy. It provides an end-to-end view of perceived experience quality across marketing, sales, service, and billing to capture how customers feel from quote to cash to support.
products:
  - Cross Cloud
release: "264"
---
# Voice of Customer (VOC) Score

Assesses how customers feel about their experiences and serves as a key driver of brand reputation and customer advocacy. It provides an end-to-end view of perceived experience quality across marketing, sales, service, and billing to capture how customers feel from quote to cash to support.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=analytics.csi_score_learn_requirements.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce editions, products, and licenses required for CSI Score.">View supported editions</a></td></tr></tbody></table>

## VOC Use Cases

- To track long-term brand loyalty and advocacy potential by using Net Promoter Score (NPS) trends.
- To measure immediate satisfaction with specific activities such as onboarding or case resolution by using CSAT scores.
- To identify cold accounts where low survey participation rates indicate a lack of engagement or potential hidden dissatisfaction.

## VOC KPIs

![VOC KPIs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-csi_score-264-0-0-production-enus/5eb470d9-337a-48d8-b35b-1bd7b712912f/csi_score/images/csi_score_metric_voc.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d4157e82">KPIs</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d4157e85">KPI Purpose</th>
          </tr>
        </thead>
        <tbody>
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            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4157e82 ">Voice of Customer (VoC) Score by Cloud</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4157e85 ">
              <p>Isolates customer sentiment by department to reveal exactly which business unit
                is impacting the overall score.</p>
              <p style="margin-bottom:0;">It prevents high performance in one area from
                masking poor experiences in another, enabling targeted executive intervention
                where it’s needed most.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4157e82 ">NPS by Cloud</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4157e85 ">
              <p>Pinpoints specific lifecycle touchpoints driving or eroding loyalty, helping
                leaders differentiate between product advocacy and service dissatisfaction.</p>
              <p style="margin-bottom:0;">It
                reveals if overall NPS declines stem from a specific area, such as service,
                guiding focused retention strategies.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4157e82 ">CSAT by Cloud</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4157e85 ">
              <p>Provides a tactical view of satisfaction across specific interactions, allowing
                leaders to benchmark operational quality standards between departments.</p>
              <p style="margin-bottom:0;">It quickly
                identifies friction points such as high delivery satisfaction but low billing
                scores to prevent issues at critical handoffs like renewal.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="KPIs" class="slds-cell-wrap" style="vertical-align:top;" headers="d4157e82 ">Account Watchlist</td>

            <td data-label="KPI Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d4157e85 ">
              <p>Isolates accounts with significant fluctuations in perceived experience, such
                as sharp drops in NPS or CSAT.</p>
              <p style="margin-bottom:0;">It allows leaders to identify and prioritize
                customers who are actively expressing dissatisfaction with their brand
                interactions before it impacts loyalty.</p>
            </td>

          </tr>
        </tbody>
      </table>