Use the VOC Plan form to collect important voice-of-the-customer (VOC) data. VOC data is critical to meet key business goals and improve customer relations.
The VOC Plan answers the following questions.
  • What approach will you use to collect the data?
  • How much will it cost to collect the data?
  • What type of data are you interested in?
  • What type of analysis do you expect to perform on the data?

How-to

Before you start, ensure that the goals of the VOC plan are clearly defined and measured against relevant metrics.
  1. Have a cross-functional team complete each section of the form to ensure that you ask customers the correct questions.
  2. Develop a strategic plan and communicate the plan to key personnel. Ensure that key stakeholders and executives support the VOC plan.
  3. Communicate VOC data frequently in a standard report to develop improvement strategies. Immediate response strategies are preferred.
Consider conducting a VOC audit to determine VOC practices that are used in your organization. For more information, see the following references.
  • M. Larry Shillito (2001). Acquiring, Processing, and Deploying the Voice of the Customer, St. Lucie Press.
  • Sheila Mello (2002). Customer-Centric Product Definition, PDC Professional Publishing.

For more information, go to Add and complete a form.

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