Oriel STAT A MATRIX can help your organization improve its competitive edge by effectively harnessing Voice of the Customer data.
We can help you set up your Voice of the Customer program. We can train your staff in systematic methods for the collection and analysis of Voice of the Customer data customized to your specific circumstances, or we can run a program that allows you to benefit from the results without having to invest in developing internal expertise.
What Is Voice of the Customer?
The term “Voice of the Customer” (VOC) is used to describe customers’ needs and their perceptions regarding your product or service. It also is a process that uses qualitative and quantitative methods and tools to understand and react to customers’
Why Listen to the Voice of the Customer?
Listening to your customers is among the most common and most effective ingredients for success.
An effective Voice of the Customer strategy can help companies to:
- Increase the likelihood of developing products or services that meet existing customer needs.
- Identify potential adjacencies.
- Determine the optimal marketing message to convey the benefits of the product or service.
- Create a customer-focused culture.
- Serve as an innovation springboard.
How does VOC apply to Six Sigma?
A robust VOC strategy is a major element in successful Six Sigma programs. Simply, one objective of Six Sigma is to meet the needs and the wants of the customer. Voice of the Customer is the methodology used to find out what the customer needs and wants.
Our Approach
Oriel STAT A MATRIX uses a uses a combination of qualitative and quantitative research techniques to help companies identify unmet customer needs. These may include focus groups, individual interviews, ethnography, or other techniques.
Learn more about Voice of the Customer training and consulting