VOC is the research and consumer insights department at PCS that defines its prime focus as enhancing customer satisfaction. The key purpose is to stay connected to customers and promote a two-way communication with them. The function helps in gathering structured feedback from customers for all major touch points. Based on this, we produce a meticulous set of customer wants and needs, organized into a hierarchical structure and then prioritize in terms of relative substance and satisfaction. The feedback received is utilized for qualitative and quantitative research scientific ways and different research techniques are used together information from customers.