Voice of the Customer - Innovation 360 Institute

Voice of the Customer

Voice of the Customer (VOC) Research and Surveys

Topic	Description
Voice of the Customer (VOC)	Finding out what customers want is crucial to business success. The results of this survey suggest that while the voice of the customer (VOC) is commonplace within the Six Sigma community, integrating VOC in a business poses significant challenges.
Customer Metrics	Net Promoter Score (NPS) measures the percentage of people who are extremely likely to recommend a company's product or service (promoters) minus the percentage who are unhappy with their experience (detractors). The data shows that NPS is a more reliable indicator of future growth than customer satisfaction indices.
Customer Satisfaction	A well-known tenet of Six Sigma is that as defects are eliminated and processes streamlined, customer satisfaction increases. This benchmarking research seeks to learn how companies are interacting with their customers, how Six Sigma is helping them and how successful they have been.
Customer Intimacy	As competition intensifies, many companies have tried to increase the level of customer intimacy (targeting narrow customer segments and doing everything possible to understand and meet the needs of those customers). This special report uncovers the challenges associated with developing intimacy at the business level.