Voice of Customer Questions

Survey Analytics Voice of Customer

Voice of the customer (VOC) is a term used in business and Information Technology (through ITIL) to describe the in-depth process of capturing a customer's expectations, preferences and aversions.

Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. Voice of the Customer studies typically consist of both qualitative and quantitative research steps. They are generally conducted at the start of any new product, process, or service design initiative in order to better understand the customer.s wants and needs, and as the key input for new product definition, Quality Function Deployment (QFD), and the setting of detailed design specifications.

Quality can be defined as meeting customer needs and providing superior value. Meeting customer needs requires that those needs be understood. The "voice of the customer" is the term to describe the stated and unstated customer needs or requirements. The voice of the customer can captured in a variety of ways: direct discussion or interviews, surveys, focus groups, customer specifications, observation, warranty data, field reports, etc.

With Survey Analytics's Survey tool, you can collect quality as well as quantitative data which would give you the optimum feedback from your customers.

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