Voice of the Customer (VOC) Consulting
Whether you are looking for help collecting and analyzing VOC data for an individual project or want to deploy a VOC data collection and analysis system throughout your organization, Oriel Incorporated consultants can help you be sure that you are collecting the right data and analyzing it to your greatest advantage.
For an individual project, Oriel Incorporated VOC consultants can help you:
- Identify and segment customers.
- Differentiate between internal and external customers.
- Prioritize customers.
- Create VOC data collection plans for internal and external customers.
- Design interview guides and surveys.
- Determine sampling strategy and sample size.
- Collect data (using external market research firms as appropriate).
- Extract latent or unstated needs.
- Convert customer inputs into needs.
- Prioritize customer needs.
- Balance internal and external customer needs.
- Identify needs that provide a competitive advantage.
- Translate needs into measurable performance requirements.
- Employ benchmarking to set performance targets.
- Prioritize performance requirements.
- Determine and evaluate CTQs.
Oriel’s data collection techniques ensure that both stated and unstated customer needs are captured. To make sure that every critical customer requirement is identified, our consultants employ traditional methods, such as surveys and focus groups, as well as innovative observational techniques. We customize our data collection and analysis procedures to suit the needs of your organization.
At the enterprise level, our consultants can help you with all the activities listed above, implementing them organizationwide. In addition, we can work with you to develop systems and processes to store, retrieve, analyze, and disseminate VOC data on an ongoing basis, so that you can use this vital information as a key tool to drive strategic product or service design and improvement.
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