Tips and Suggestions
Before you delve into a VOC survey, first define what it is you want to learn. If it’s solely about the product or service, don’t include questions that aren’t relevant such as where it was bought, age of the survey taker or demographic questions, unless these questions are part of your identifier. Keep it simple by only asking things like:
- Was the product (or service) as expected?
- Did the product (or service) deliver as promised?
- Were the features of the product (or service) as expected?
Focusing on the identifier or what you hope to learn from the survey will ensure a quick and easy survey that will invite, not deter the consumer from completing it.
If you want to explore customer service issues, our sample VOC survey is a great way to find out how well you score in that area.
It’s also important to understand that “voice" is very important when offering up a VOC survey. A newly released video game for teenagers should have a different tone of voice (and questions) than that of a new antivirus software program and so on.
Development teams, especially in Six Sigma utilize VOC surveys from pre-production to production to monitoring the product or service. Weak or poor areas, whether they are defects or dislikes should be analyzed to gain the best understanding of what’s going wrong and how to improve upon errors, defects or customer dissatisfaction.
Consider a VOC survey as part of your quality improvement process efforts—they will offer up results those too close to the product or service may miss.
With CRM and pleasing the end user being the end all in today’s consumer marketplace, a voice of the customer survey is a tried and true way to discover customer’s wants and experiences, improve upon quality issues, and increase what you really want—more profits and a quality product.