What is VOC?

Lets Understand VoC (Voice of Customer)

METRO’s new Voice of the Customer (VoC) program is a global initiative designed to bring the customer voice to the heart of everything we do. The VoC program builds on our previous Net Promoter sCore (NPS) approach and takes it to the next level. It enables us to listen, understand, and act on customer feedback more effectively than ever before. With a clear focus on operational excellence and strategic guidance, it supports our sCore ambitions and reinforces METRO’s commitment to customer centricity.

More than just a metric

The VoC program is not just about measurement - it’s about action. From re-establishing store huddles and NPS forums to expanding feedback sources like online reviews and QR codes, the goal is clear: ensure every customer voice is heard and acted upon.Together, we’re shifting from collecting scores to delivering real improvements that grow loyalty and create better experiences - for every customer, every day.