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.
What is Focus Group?
Focus groups are not polls but in-depth, qualitative interviews with a small number of carefully selected people. brought together to discuss a host of topics.
Unlike the one-way flow of information in a one-on-one interview, focus groups generate data through the give and take of group discussion. Listening as people share and compare their different points of view provides a wealth of information — not just about what they think, but why they think the way they do.
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