The Voice of the Customer

Central to OCX’s operations is the Voice of the Customer (VOC) Framework. Also known as the “Listen Better, Serve Better” framework, it aims to create a 360-degree understanding of the customer’s experience to drive learning and continued improvement. This means that OCX will look to collect customer feedback during key moments of their experience in order to amplify their voice and increase insights to act on.

This framework enables USDA to exceed customer expectations by putting our customers first, promoting accountability in mission and program delivery, and facilitating collaboration across the entire department.