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Voice Of The Customer Tools

Course Description

Understanding your customer is VITAL if you are to continue to provide them with a service or product that satisfies their needs and requirements. In an increasingly competitive and innovative marketplace, those companies that do not put their customers front and centre of their improvement efforts will be the ones left behind and, ultimately, won’t be in the marketplace in the future. How can you improve your customer journey, your customer experience and how your customer views your products and service if you do not know what they are thinking?

In this course, we come at this from 2 angles. Firstly, identify how you can get customer data in front of you to start with. Secondly, what to do with that customer data once you have it. It is all about mapping this data, tracking it, cutting it up into segments etc. so you are truly aware of what your customer is thinking. We will cover the following:

  • What is Lean Six Sigma?
  • What does the concept “Voice of the Customer” actually mean?
  • Customer segmentation tool.
  • Types and sources of customer data tool.
  • Interviews tool.
  • Point of use observation tool.
  • Focus groups tool.
  • Voice of customer surveys tool.
  • Kano Analysis tool.
  • Voice of customer questions and best practices

We will explore what these tools are, how to conduct them and for those with which it can be applied, give LIVE demonstrations of how these tools work in practice.

At the end of this course you will understand clearly how to source data from your customers and what to do with this data for the benefit of your improvement efforts.

Course breakdown

  • Introduction
  • What is the purpose of this course?
  • What is VOC
  • Examples of VOC
  • The importance of VOC
  • Scenario
  • Introduction to Voice of the Customer
  • Types of customer and data
  • Types of customer and data: How to do this
  • Customer Segmentation
  • Customer Segmentation: How to do this
  • Customer Segmentation: Demonstration
  • Interviews
  • Interviews: How to conduct these
  • Interviews: Hints & tips
  • Interviews: Questions to ask
  • Point of use observation
  • Point of use observation: How to conduct these
  • Point of use observation: Hints & tips
  • Focus groups
  • Focus groups: How to conduct these
  • Focus groups: Hints & tips
  • Surveys
  • Surveys: How to conduct these
  • Surveys: Hints & tips
  • Survey: Demonstration
  • Kano Analysis
  • Kano Analysis: How to conduct these
  • Kano Analysis: Demonstration
  • Critical to Quality Tree
  • Critical to Quality Tree: How to conduct these
  • Critical to Quality Tree: Demonstration
  • Review of key learnings
  • Hints & tips
  • Thank you

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