Become a Successful Business Improvement Specialist

Voice of the Customer Toolkit Certification Course

Discover the leading Voice of the Customer course: A clear, step-by-step guide to enhancing customer experiences, one tool at a time.

Course Duration

Approx. 3 Hours 45 Minutes

Course Price

$ 100



Key Concepts Covered in this Course

Course instructor

Robert Chapman

Business Improvement Specialist

As a Business Improvement professional, I’ve gained extensive expertise in Project ManagementLean Six Sigma, and Process Improvement. My accomplishments include delivering projects that saved organizations significant resources, streamlined processes, improved user experiences, and reduced errors and waste. Additionally, I hold a Lean Six Sigma Black Belt certification.

Course Summary

Voice of the Customer Toolkit Certification Course

Learn how to understand and meet your customers’ needs effectively with our Voice of the Customer course, equipping you with essential tools and techniques for improving customer satisfaction and driving business success.


Course Reviews

The course structure is user-friendly, allowing participants to progress at their own pace. The inclusion of quizzes and assessments reinforces understanding, making the learning experience dynamic and engaging. The downloadable resources provided serve as valuable references for ongoing application in the workplace.

Alexa Bliss

Voice of the Customer Toolkit Certification Course

Course Description

Knowing your customers well is crucial to providing them with products or services that meet their needs. In a competitive market, companies that don’t prioritize their customers risk falling behind and may not survive. If you don’t understand what your customers are thinking, how can you improve their journey, experience, and perception of your products?

This course focuses on two main things: gathering customer data and using it effectively. We’ll teach you how to collect and analyze data, including:

  • What is Lean Six Sigma?
  • Understanding “Voice of the Customer.”
  • Customer segmentation.
  • Different types and sources of customer data.
  • Conducting interviews, observations, and surveys.
  • Using tools like Kano Analysis and Critical to Quality Tree.

We’ll explain how to use these tools and demonstrate them in action. By the end of the course, you’ll know how to gather and use customer data to improve your business.

Course Breakdown

  • 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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What some of our 150,000+ students have to say

“This is a good course for those who have no to very basic background on process improvement. The content is just right, not too overwhelming for me. The topics are discussed properly. I appreciate the examples given which make each topic easier to understand.”
From Dallas, USA
“In my position, everyone suddenly want this kind of RCA, but no one really knew how to do it. It was simple but I felt I was doing it wrong. This course broke it down to the simple steps it is supposed to be to complete. Easy to follow and great examples.”
From Norway
“This course adds a lot more insight to the tool than you get from a simple template. I now know how to sell usage of the tool across my business - something I have really struggled with.”
From Sweden
“I learned a lot and will apply what I've learned in my work. Thank you, Robert. A detailed explanation and your quick responses to questions in message section , demonstrate that you are a professional in your sector! Thanks.”
From Abu Dhabi
“Great course. The pacing, content, and delivery is great. You could tell that great care and expertise was put into delivering the course. Thank you!”
From Australia
“Truly brilliant. A great flow, a really knowledgeable instructor and great resources. I have had some trouble understanding the delivery of Lean, purpose and method - now I feel so much more confident. Thank you Robert.”
From London, UK
“An absolutely amazing course. It has a clear structure and as the slides are present I do not have to make notes. Also - all of the important definitions are being accompanied by demonstrations in practice of the tool by which I could understand the true meaning of them. The way the course is presented is nice to follow, language is impeccable and the speed is not to fast. Usually in other courses from Udemy I can see a definition of a problem directly followed by example with a lot of fluff, but those extra unneeded false interactions with learners make the course only longer and makes me usually loose my focus. In this course I did not experience it at all. It was to the point and I have actually learned something that I can directly use in my work. Thank you! PS I will for sure follow the other courses of the instructor!”
From Greece

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