VOC Plan

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?


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.