Knowledge base

Collecting Voice of The Customer

Demystifying Voice of the Customer: Understanding the Basics

Understanding the Voice of the Customer (VOC) is critical in the customer-centric world. But where should we start? Let us break it out in human terms.

What is the Voice of the Customer (VOC)?

The process begins with a simple question: What information do we need from our customers? Identifying the correct information is critical.

Reactive vs Proactive Methodology

  • Reactive: This is the data that comes to us unprompted. Think objections or bring shipments back. It’s the client connecting.
  • Proactive: Here, we assume control. We look for data through meetings, reviews, or statistical surveying. The drive is our own.

Listening on Two Levels

With regards to VOC, we tune in across three aspects: quality, time, and expenses. Most input spins around these viewpoints.

Methods for Collecting Customer Insights

  • Customer Arena: An open space for clients to share considerations.
  • Customer Journey: Understanding their experience beginning to end.
  • Quality Function Deployment: Guaranteeing client needs line up with item/administration quality.
  • Kano Analysis: Distinguishing highlights that joy or disappoint clients.

How to Approach

Welcome clients to share their contemplations on your association and contributions. Gather input through different channels, including meetings, overviews, and grievances the board. It’s about clearness on arrangements, assumptions, jobs, and suppositions.


In Conclusion, Understanding what clients genuinely need makes way for development. Begin by tuning in, then act. Voice of the Client isn’t just about information; it’s about sympathy and activity.

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