Reference no: EM132352049

In order to understand customer needs and wants fully, one must also determine those factors influencing customer satisfaction (and dissatisfaction). In this regard, quality improvement practitioners often speak about the "voice of the customer", which is the term that refers to "the stated and unstated needs or requirements of the customer" (isixsigma.com). Organizations that actively listen to the voice of the customer do so using a variety of techniques from surveys and customer service representative (CSR) data to field reports and complaint logs. (isixsigma.com). Many such organizations also regularly engage their customers in an exchange of ideas regarding their product and service preferences, using focus groups, interviews and other such approaches.

1. What methods does your current organization (or a prior organization) use to listen to the voice of the customer?

2. What types of analyses are conducted with the data that are collected?

3. What decisions are made with the information gathered?