How to get the voice of your customer (VOC)?

Step 1: What is Critical To Quality (CTQ)

  • Voice: The customer need
  • Expectation: The category of the need expressed in the “Voice”

Example: CTQ for Steve’s Hamburger Stop

Step 2: Identifying Cause & Effect Analysis

  • Cause Factor: The “inputs(s) the company controls to drive the performance of the CTQ

Your customer is why your business is successful. Utilizing tools such as Voice of Customer (VOC), Critical To Quality (CTQ) & Cause & Effect (C&E) Analysis  you can provide them your services on their voice and expectations. This facilitates Customer Satisfaction!!

  1. Colin Daley
    August 14, 2010 at 8:12 am

    Excellent illustration to bring home the concept of Customer focused product development and servicing.

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