Voice of the Customer (VOC)

Voice of the customer (VOC) - Documentation of the wants and needs of a product or service, including customer verbatims (actual words used) and reworded data into specific implications for the product or service. 

[Category=Data Quality ]

Source: Larry English, http://www.iaidq.com/main/glossary.shtml , 14-Feb-2009 11:31

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Voice of the customer (VOC) - An assessment of customer needs and desires in the markets USPS serves and their satisfaction with services relative to other service available in those markets.

[Category=Postal ]

Source: USPS, 04 November 2009 09:20:06, http://www.usps.com/cpim/ftp/pubs/pub32/pub32q_z.html

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Voice of the customer - The expressed requirements and expectations of customers relative to products or services, as documented and disseminated to the providing organization's members.

[Category=Quality ]

Source: American Society for Quality, 29 October 2010 09:38:12, http://www.asq.org/glossary/

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Voice of the customer (VOC) - The "voice of the customer" is a process used to capture the requirements/feedback from the customer (internal or external) to provide the customers with the best in class service/product Quality_. This process is all about being proactive and constantly innovative to capture the changing requirements of the customers with time.

The "voice of the customer" is the term used to describe the stated and unstated needs or requirements of the customer. The voice of the customer can be captured in a variety of ways: Direct discussion or interviews, surveys, focus groups, customer specifications, observation, warranty data, field reports, complaint logs, etc.

This data is used to identify the Quality_ attributes needed for a supplied component or material to incorporate in the process or product.

[Category=Data Quality ]

Source: iSixSigma, 03 March 2011 09:19:04, https:web.archive.org/web/20111109014246/http:www.isixsigma.com/index.php?option=com_glossary

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Voice of the Customer - Customer feedback both positive and negative including likes, dislikes, problems and suggestions.

[Category=Quality ]

Source: The Quality Portal, 29 April 2011 10:13:43, http://thequalityportal.com/glossary/s.htm