We design Voice of Customer (VoC) programs that do more than capture feedback. They close the loop between what people say and what the business does.
At Reso, we help teams move from data collection to decision activation. From ad hoc surveys to always-on systems that surface real customer insight, mapped to moments, channels, and outcomes that matter.
With the right structure, VoC becomes more than a reporting layer. It becomes a strategic capability that shapes better journeys, products, and decisions.
A Voice of Customer program is a structured system for capturing, analysing, and acting on customer feedback across the entire journey. It’s not a survey tool or a one-off NPS campaign. It’s an always-on capability that helps businesses stay close to their customers, uncover unmet needs, and make smarter decisions.
Unlike passive feedback collection, VoC programs are intentional. It is designed to ask the right questions, at the right time, in the right way.
When customers feel heard, they stay loyal. When organisations listen well, they improve faster.
An effective VoC program enables:
• Smarter product and service design
It also builds cultural maturity, moving from anecdote and assumption to evidence and empathy.
We work with brands to design VoC systems that are behaviourally aware, journey-aligned, and built for impact. Our methodology includes:
Gadigal Country
Bay 7, 2 Locomotive Street
South Eveleigh, NSW, 2015
Wurundjeri Country
Level 6, 650 Chapel Street
South Yarra, VIC, 3141
Turrbal and Jagera Country
200 Adelaide Street
Brisbane City, QLD, 4000
