Voice Of The Customer (VOC)
The Voice of the Customer (VOC) is one process that is used to capture both the feedback and comments from internal and external customers with the ultimate goal of delivering high-quality products or services.
The VOC process is a proactive and progressive process because the customer's needs and requirements keep changing over time.
There are many different ways that you have to capture the Voice of the Customer. These include questionnaires, focus groups, surveys, observation, field reports, interviews, customer specifications, warranty data, direct discussion, complaint logs, among others.
The data collected is then used to make sure that all the supplied materials and components for the final product or service have the expected quality.
The VOC process is a proactive and progressive process because the customer's needs and requirements keep changing over time.
There are many different ways that you have to capture the Voice of the Customer. These include questionnaires, focus groups, surveys, observation, field reports, interviews, customer specifications, warranty data, direct discussion, complaint logs, among others.
The data collected is then used to make sure that all the supplied materials and components for the final product or service have the expected quality.