This chapter explores the pivotal role of the Voice of the Customer (VoC) in transforming healthcare systems into truly patient-centered environments. VoC encompasses the systematic collection, analysis, and application of patient feedback to improve care quality, operational efficiency, and regulatory compliance. Drawing on methodologies from traditional industries, the chapter contextualizes VoC tools—such as experience mapping, sentiment analysis, and benchmarking—for healthcare, emphasizing their power in identifying service gaps and informing targeted interventions. Special attention is given to the Net Promoter Score (NPS), a key metric for gauging patient satisfaction and loyalty, supported by practical applications across hospital departments like surgery, emergency, and maternity. The chapter highlights how integrating NPS with complementary tools such as Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and AI-driven sentiment analysis provides a more holistic view of the patient experience. It further addresses implementation challenges, including cultural variability in survey responses and data privacy concerns. Best practices are offered for deploying VoC initiatives effectively, including consistent survey timing, staff engagement, and closing the feedback loop. Ultimately, the chapter argues that a robust VoC strategy not only enhances individual patient outcomes but also drives system-wide improvements by fostering trust, personalization, and accountability in healthcare delivery.