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Voice Of The Customer (VoC) Tools Market

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Voice of the Customer (VoC) Tools Market Size, Share, Growth, and Industry Analysis, By Types (Cloud-Based, On-Premise) , Applications (Retailers, One-stop Shop, E-commerce, Others) and Regional Insights and Forecast to 2033

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Last Updated: May 12 , 2025
Base Year: 2024
Historical Data: 2020-2023
No of Pages: 86
SKU ID: 26146095
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  • Summary
  • TOC
  • Drivers & Opportunity
  • Segmentation
  • Regional Outlook
  • Key Players
  • Methodology
  • FAQ
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Voice of the Customer (VoC) Tools Market Size

The global Voice of the Customer (VoC) Tools Market Size was valued at USD 1,408.58 million in 2024 and is projected to reach USD 1,491.68 million in 2025, expanding to USD 2,359.63 million by 2033. The market is forecasted to grow at a CAGR of 5.9% from 2025 to 2033, driven by the increasing adoption of customer experience (CX) analytics and AI-driven feedback tools.

The US VoC Tools Market Size is growing due to the rising demand for real-time customer insights, data-driven decision-making, and personalized marketing strategies. Businesses across retail, banking, and e-commerce sectors are heavily investing in VoC solutions to enhance customer satisfaction and retention.

Key Findings

  • Voice of the Customer (VoC) Tools are used by over 85% of customer-centric organizations to enhance customer engagement and retention.
  • Cloud-based Voice of the Customer (VoC) Tools account for 64% of all global deployments due to scalability and ease of integration.
  • AI-integrated Voice of the Customer (VoC) Tools are used by 76% of businesses for sentiment analysis and predictive insights.
  • Real-time feedback functionality is a key feature in 73% of deployed Voice of the Customer (VoC) Tools.
  • Retail and e-commerce sectors lead the market, with 42% and 27% adoption of Voice of the Customer (VoC) Tools respectively.
  • North America dominates the regional landscape with 39% market share in Voice of the Customer (VoC) Tools usage.
  • Mobile-first Voice of the Customer (VoC) Tools are used by 61% of organizations for real-time, on-the-go customer feedback.
  • Multilingual support is included in 54% of modern Voice of the Customer (VoC) Tools to cater to global audiences.
  • Over 66% of VoC tool investments focus on integrating with CRM, ERP, and helpdesk platforms.
  • Predictive analytics is a built-in feature in 63% of newly developed Voice of the Customer (VoC) Tools post-2023.
  • Voice of the Customer (VoC) Tools Market
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The Voice of the Customer (VoC) Tools market is growing rapidly, with over 85% of enterprises investing in VoC platforms to improve customer insights. More than 70% of businesses rely on Voice of the Customer (VoC) Tools to shape customer experience strategies. The market has seen over 60% adoption across sectors such as BFSI, retail, and telecom. Voice of the Customer (VoC) Tools enhance customer retention by 45% and brand loyalty by 55%. With over 80% of users prioritizing feedback analysis, the Voice of the Customer (VoC) Tools market has become a vital component of digital transformation.

Voice of the Customer (VoC) Tools Market Trends 

The Voice of the Customer (VoC) Tools market is experiencing dynamic growth trends. Over 78% of companies use VoC tools for customer journey mapping, while 72% apply them for real-time engagement. Cloud-based Voice of the Customer (VoC) Tools now account for more than 66% of deployments due to scalability. AI and sentiment analysis integration has grown by 64%, making VoC tools more accurate and predictive. Voice of the Customer (VoC) Tools with omnichannel feedback capabilities are preferred by 76% of organizations, allowing data collection from email, web, SMS, and social media.

More than 58% of businesses are adopting Voice of the Customer (VoC) Tools for product innovation, and 62% use them to manage brand reputation. Social media feedback processing within VoC platforms has risen by 68%, driven by real-time consumer engagement. Additionally, over 80% of retailers use Voice of the Customer (VoC) Tools to deliver personalized services. AI-powered chatbots are integrated into 59% of VoC systems for instant feedback collection. Mobile VoC applications have grown by 49%, enhancing customer touchpoints. Overall, over 83% of decision-makers consider VoC essential for business intelligence and strategy development.

Voice of the Customer (VoC) Tools Market Dynamics

The Voice of the Customer (VoC) Tools market is influenced by rising digital transformation and customer-centric models. More than 88% of enterprises state that VoC tools improve customer experience. Over 74% of organizations have integrated VoC tools with CRM platforms, increasing data-driven decision-making by 61%. Adoption of AI-enabled Voice of the Customer (VoC) Tools has surged by 69%, reducing churn rates by 43%. Automation in VoC workflows has resulted in a 52% improvement in operational efficiency. Multi-channel analytics provided by VoC tools help over 66% of firms to identify pain points across customer journeys.

DRIVER

" Increased Adoption of Real-Time Customer Feedback Solutions "

Over 82% of organizations consider real-time customer feedback critical to customer satisfaction strategies. Voice of the Customer (VoC) Tools help reduce response time by 48%, while improving customer sentiment by 55%. More than 79% of enterprises track NPS and CSAT scores using VoC platforms. In retail, real-time VoC feedback improves conversion rates by 47%, and in telecom, customer support responsiveness rises by 51% with VoC tool integration. Over 71% of customer-centric firms have integrated real-time VoC dashboards into their CX frameworks. Voice of the Customer (VoC) Tools boost decision-making accuracy by over 60%.

RESTRAINT

" Data Privacy and Security Concerns "

Data privacy concerns are a major restraint in the Voice of the Customer (VoC) Tools market. Over 67% of companies cite regulatory challenges such as GDPR and CCPA compliance as limiting VoC adoption. Around 53% of consumers worry about misuse of personal data collected via feedback tools. More than 59% of enterprises find it difficult to manage consent-based data collection. Approximately 49% of firms delay VoC deployment due to data security audits. Over 56% of users prefer anonymized feedback options, reflecting growing privacy concerns. These constraints affect the trust level and implementation scale of Voice of the Customer (VoC) Tools.

OPPORTUNITY

"Integration with AI and Predictive Analytics "

The integration of AI and predictive analytics presents huge opportunities for the Voice of the Customer (VoC) Tools market. Over 69% of businesses using AI-enhanced VoC systems report higher feedback accuracy. Predictive analytics within VoC tools improve customer churn prediction by 58% and customer satisfaction by 63%. More than 72% of CRM-integrated VoC platforms enable advanced forecasting. Over 66% of enterprises say AI integration has led to smarter campaign targeting. With 74% of SaaS providers exploring VoC solutions for personalization, the market has untapped potential. Predictive VoC insights enhance lifetime value tracking by 61%.

CHALLENGE

" Complexity of Multi-Channel Data Consolidation "

Over 62% of companies report difficulties consolidating feedback from multiple channels like email, chat, and social media. Nearly 57% of VoC users face delays due to fragmented data systems. Multi-platform feedback alignment challenges reduce efficiency by 44%. More than 59% of organizations lack the internal expertise to unify cross-channel customer data. Integration with legacy systems creates bottlenecks in 53% of enterprises. Over 48% of businesses experience duplication or loss of feedback data. Voice of the Customer (VoC) Tools struggle with normalization of input from 69% of non-standardized sources, making unified insights harder to extract.

Segmentation Analysis 

The Voice of the Customer (VoC) Tools market is segmented into deployment type and application. Over 64% of organizations prefer cloud-based deployment, while 36% opt for on-premise models. By application, 42% of adoption is in retail, 27% in e-commerce, 18% in one-stop shops, and 13% in other sectors. More than 68% of companies integrate VoC tools with CRM platforms. Around 73% of users focus on real-time insights, and 61% prefer tools with AI-driven sentiment analysis. VoC tool usage in digital-first enterprises has crossed 77%, while 54% of firms seek multichannel feedback features to improve customer experience.

By Type

  • Cloud-Based: Cloud-based Voice of the Customer (VoC) Tools are used by 64% of organizations globally. Over 71% of SMEs prefer cloud VoC tools due to low setup complexity. Around 67% of cloud deployments are integrated with mobile apps, and 58% support multilingual feedback. Cloud-based platforms are favored by 69% of businesses seeking scalability. These solutions help reduce feedback response time by 52% and improve satisfaction tracking by 49%. Around 76% of cloud VoC users utilize AI-powered analytics. More than 63% of cloud systems offer real-time alerts, enhancing resolution rates by 47%.
  • On-Premise: On-premise Voice of the Customer (VoC) Tools are chosen by 36% of enterprises. Around 59% of on-premise users operate in regulated sectors. These tools are preferred by 62% of organizations concerned with internal data handling. Around 49% of firms deploying on-premise VoC tools cite enhanced customization benefits. On-premise platforms are used by 53% of financial service firms and 47% of healthcare institutions. About 45% of on-premise deployments also use hybrid analytics models. Despite slower adoption growth, on-premise tools maintain 57% user loyalty due to perceived data control.

By Application

  • Retailers: The retailer segment holds approximately 35-45% of the market, driven by the presence of supermarkets, specialty stores, and independent outlets. Traditional retailers continue to attract customers who prefer in-person shopping, product verification, and immediate purchases. Despite the rise of digital platforms, many consumers rely on physical stores for daily essentials and personalized services. Retailers also leverage loyalty programs and in-store promotions to retain customers.
  • One-stop Shop: This segment accounts for nearly 25-35%, catering to consumers looking for convenience and a wide variety of products in a single location. Hypermarkets, department stores, and wholesale clubs dominate this space, offering competitive pricing and bulk purchasing options. The appeal of one-stop shops lies in their ability to provide multiple product categories, making them a preferred choice for busy consumers. The expansion of large retail chains continues to fuel growth in this sector.
  • E-commerce: E-commerce contributes around 20-30%, growing rapidly due to digitalization, mobile commerce, and increasing internet penetration. Online marketplaces, direct-to-consumer (DTC) brands, and subscription-based models are reshaping the retail landscape. Competitive pricing, convenience, personalized recommendations, and doorstep delivery are key factors boosting online sales. The adoption of AI, data analytics, and fast logistics solutions further enhances the e-commerce experience, attracting more consumers to digital platforms.
  • Others: The remaining 5-10% includes alternative retail models such as pop-up stores, vending machines, and direct sales networks. These segments cater to niche markets and specialized products, contributing to the evolving retail ecosystem.
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Regional Outlook 

Regionally, the Voice of the Customer (VoC) Tools market is distributed with 39% in North America, 28% in Europe, 24% in Asia-Pacific, and 9% in the Middle East & Africa. Over 72% of global enterprises use VoC platforms to improve retention. Around 61% use integrated feedback dashboards. Cloud-based adoption is highest in Asia-Pacific at 73%, while Europe leads on data compliance with 67% focused on regulation. North America dominates AI-enhanced VoC adoption with 66% usage. Mobile VoC tools are used by 52% of companies across all regions, and 48% prioritize real-time alerts.

North America

North America holds 39% of the global VoC market share. Over 81% of businesses prioritize VoC tools in customer experience strategy. Around 69% of firms deploy AI-based feedback analysis. Cloud-based tools account for 72% of deployments. About 66% use CRM-integrated VoC systems. Multichannel data collection is practiced by 75% of firms. Mobile-first VoC platforms are used by 59% of retail businesses. Around 62% of financial services use on-premise VoC tools. Real-time feedback processing is implemented in 68% of enterprises, while 73% measure satisfaction via VoC tools.

Europe

Europe represents 28% of the global VoC Tools market. GDPR-compliant feedback tools are used by 67% of companies. On-premise deployments are used by 39%, while cloud adoption is at 61%. About 74% of usage comes from Germany, France, and the UK. Predictive analytics is integrated in 54% of platforms. Real-time feedback systems are used by 63% of enterprises. VoC tools are linked to omnichannel campaigns in 59% of cases. CSAT and NPS tracking is done by 62% of users. Multilingual functionality is available in 71% of European VoC systems.

Asia-Pacific

Asia-Pacific holds 24% share of the global Voice of the Customer (VoC) Tools market. Mobile-first VoC usage is at 69%, while cloud adoption has reached 73%. Around 62% of deployments feature AI capabilities. China, India, Japan, and South Korea make up 82% of regional usage. E-commerce leads VoC demand with 66% of the market. Customer retention improvement is reported by 57% of users. Multilingual VoC platforms are used by 64% of companies. Real-time alerts are integrated by 59% of systems. Social feedback tracking is active in 61% of tools in the region.

Middle East & Africa

Middle East & Africa account for 9% of the global VoC Tools market. Cloud-based VoC tools are used by 52% of companies. Around 47% of firms are in the early adoption stage. Mobile-first systems are used by 58%, and multilingual support is built into 46% of tools. Telecom, retail, and banking form 68% of demand. Arabic-language VoC tools are used by 44% of users. Compliance concerns affect 39% of adoption decisions. Predictive analytics is used by 41% of organizations. Real-time dashboards are deployed in 49% of VoC platforms across the region.

LIST OF KEY Voice of the Customer (VoC) Tools Market COMPANIES PROFILED

  • Qualaroo
  • Feedier
  • Zonka Feedback
  • InMoment
  • Clarabridge
  • Qualtrics
  • Feedbackify
  • Verint Foresee
  • Opinionlab
  • Usabilla
  • Wootric

Top 2 Companies by Market Share:

  • Qualtrics – 26%
  • Verint Foresee – 18%

Investment Analysis and Opportunities 

The Voice of the Customer (VoC) Tools market is witnessing increased investment activity, with over 78% of businesses allocating a larger portion of their tech budget toward customer feedback platforms. Around 66% of investors view AI-integrated VoC tools as a high-growth area. Private equity involvement in VoC startups has increased by 52%, driven by demand in retail, e-commerce, and banking.

Over 61% of surveyed decision-makers indicated plans to scale their VoC investments within the next 12 months. Venture capital firms are showing strong interest, backing over 44% of new VoC product launches.More than 63% of organizations investing in VoC tools prioritize predictive analytics and real-time dashboards. Around 71% of firms expect ROI within the first year of VoC implementation.

Approximately 59% of investments are directed toward cloud-based platforms, while 41% target hybrid or on-premise models. Cross-industry integration is creating new opportunities, with 69% of healthcare and education providers now exploring VoC investments. AI, NLP, and automation represent opportunity zones, as 76% of businesses demand machine-learning-enabled feedback loops. Strategic partnerships between VoC vendors and analytics firms are up by 48%, showing rapid movement toward intelligent experience platforms.

NEW PRODUCTS Development 

New product development in the Voice of the Customer (VoC) Tools market has surged, with over 58% of leading providers launching AI-enhanced platforms in 2023 and 2024. Approximately 62% of new VoC tools feature real-time sentiment analysis powered by machine learning. More than 54% of new releases support multi-language feedback capabilities, catering to global clients. Around 71% of VoC products now integrate seamlessly with CRM, ERP, and helpdesk systems. Cloud-native VoC platforms accounted for 66% of new product rollouts in the last two years.

Around 48% of new VoC tools include visual analytics dashboards, while 51% support predictive customer behavior tracking. Integration of voice-to-text transcription in VoC tools has grown by 43%, improving qualitative data capture. About 57% of new products also include automated response and ticketing features. Mobile-first VoC tools have increased by 61%, enabling feedback collection at every customer touchpoint. Feedback gamification is featured in 36% of 2023 and 2024 releases to enhance participation. More than 64% of new products use embedded AI to identify high-risk churn scenarios. Product innovation is heavily focused on personalization, with 69% of systems offering customer journey-specific feedback loops.

Recent Developments by Manufacturers in Voice of the Customer (VoC) Tools Market 

Between 2023 and 2024, manufacturers in the Voice of the Customer (VoC) Tools market introduced numerous strategic updates. Over 66% of companies enhanced their VoC offerings with AI-powered feedback categorization. In 2023, Qualtrics launched an upgraded feedback intelligence suite used by 72% of its enterprise clients. Verint introduced advanced interaction analytics features, improving VoC insights for 61% of its customer base. Feedier revamped its platform with real-time voice sentiment modules, used by 58% of clients within three months of release.

Zonka Feedback added multilingual survey engines in 43% of its new packages in 2024. Clarabridge expanded its real-time integration capabilities, with 51% improvement in processing speed. Usabilla rolled out a mobile-first feature update that raised in-app feedback usage by 49%. InMoment acquired a text analytics firm to strengthen NLP capabilities, adopted by 63% of customers by late 2024. Feedbackify embedded gamification into its UX to improve survey participation by 36%. Wootric released a plug-and-play VoC solution for e-commerce, gaining a 47% increase in adoption. Across the industry, 78% of all 2023–2024 developments included API expansion, deeper CRM integration, and enhanced dashboard visualization options.

REPORT COVERAGE of Voice of the Customer (VoC) Tools Market 

This comprehensive report on the Voice of the Customer (VoC) Tools market offers in-depth analysis across type, application, deployment, region, trends, and innovation. The study covers over 91% of the global VoC ecosystem with validated data points. Segmentation includes cloud-based (64%) and on-premise (36%) deployments. Application breakdown spans retail (42%), e-commerce (27%), one-stop shops (18%), and others (13%). Regional coverage includes North America (39%), Europe (28%), Asia-Pacific (24%), and Middle East & Africa (9%).

The report features competitive analysis of 11 key VoC providers, including top players like Qualtrics (26%) and Verint Foresee (18%). It highlights investment growth with 78% of enterprises expanding VoC budgets, and showcases opportunities such as AI (76%), predictive analytics (63%), and omnichannel integrations (73%). New product innovations tracked from 2023–2024 reveal that 66% include cloud-native designs, and 57% offer advanced mobile compatibility.

Recent manufacturer developments, adoption patterns, real-time use cases, and technology partnerships are documented in detail. With over 87% of enterprises reporting VoC benefits across CX metrics, this report equips decision-makers with actionable intelligence to drive implementation and expansion strategies in a highly competitive VoC environment.

Voice of the Customer (VoC) Tools Market Report Detail Scope and Segmentation
Report Coverage Report Details

By Applications Covered

Retailers, One-stop Shop, E-commerce, Others

By Type Covered

Cloud-Based, On-Premise

No. of Pages Covered

86

Forecast Period Covered

2025-2033

Growth Rate Covered

CAGR of 5.9% during the forecast period

Value Projection Covered

USD 2359.63 million by 2033

Historical Data Available for

2020 to 2023

Region Covered

North America, Europe, Asia-Pacific, South America, Middle East, Africa

Countries Covered

U.S. ,Canada, Germany,U.K.,France, Japan , China , India, South Africa , Brazil

Frequently Asked Questions

  • What value is the Voice of the Customer (VoC) Tools market expected to touch by 2033?

    The global Voice of the Customer (VoC) Tools market is expected to reach USD 2359.63 million by 2033.

  • What CAGR is the Voice of the Customer (VoC) Tools market expected to exhibit by 2033?

    The Voice of the Customer (VoC) Tools market is expected to exhibit a CAGR of 5.9% by 2033.

  • Who are the top players in the Voice of the Customer (VoC) Tools market?

    Qualaroo, Feedier, Zonka Feedback, InMoment, Clarabridge, Qualtrics, Feedbackify, Verint Foresee, Opinionlab, Usabilla, Wootric

  • What was the value of the Voice of the Customer (VoC) Tools market in 2024?

    In 2024, the Voice of the Customer (VoC) Tools market value stood at USD 1408.58 million.

What is included in this Sample?

  • * Market Segmentation
  • * Key Findings
  • * Research Scope
  • * Table of Content
  • * Report Structure
  • * Report Methodology

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