Voice Of the Customer or VOC
Why organizations should use it? To express customer’s requirements and expectations regarding products or services and to build long-term relationships with customers by offering the best in class service/product quality.
How organizations should use it? By gathering and integrating survey data, focus group findings and other data’s (complaint, warranty data’s,…).
What is it for? Customer-driven information capture process.
Voice Of the Customer steps are composed of:
- Identification and prioritization of voiced requirements
- Prioritization of issues and goals
- Suggestion and evaluation of new concepts, ideas and solutions
- Reporting of new potential developments