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Voice Of the Customer or VOC

Voice of the Customer or VOC

 

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:

  1. Identification and prioritization of voiced requirements
  2. Prioritization of issues and goals
  3. Suggestion and evaluation of new concepts, ideas and solutions
  4. Reporting of new potential developments

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