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.
Have a cross-functional team
complete each section of the form to ensure that you ask customers the correct
questions.
Develop a strategic plan and
communicate the plan to key personnel. Ensure that key stakeholders and
executives support the VOC plan.
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.
