Voice Of The Customer
Use voice of the customer to establish what the customer's expectations are.
Why use voice of the customer?
“Voice of the Customer” is the term used to describe the stated and unstated needs or requirements of the customer (internal and external). This process of capturing customer requirements and feedback is an important input into organizational strategy, problem identification, project selection, and innovating. Data gathered from the customer can be quantitative or qualitative. The channels used to collect Voice of the Customer are referred to as listening posts.
Prior to drafting the problem statement, the project team should review available data that may help them capture Voice of the Customer so they are able to articulate the problem from the customer’s perspective.
Watch our short how-to video on Voice Of The Customer.
To view our other available tools and templates, please visit our online resource page. All PDF versions of our tools are free to download.
Download the Free "voice of the customer" Template (PDF)
Purchase the template to customize for your own organization
All of our tools and templates are available in Word or PowerPoint format to allow organizations to purchase and customize the templates to their brand standards.
By using the Voice Of The Customer, an organization can collect input to establish what the customer’s expectations are.. This topic is a core concept of applying creative problem-solving through design thinking. To learn more about design, please visit our Introduction to Design Thinking Course.
The Design Thinking course teaches a creative problem-solving that will give any professional an advantage in their industry or career.
- Designers or Product Development professionals that are motivated to bring innovative new products and services to their business and customers.
- Consultants who want to offer their clients a model for applying creative problem-solving to help address business challenges.
- Human Resource professionals seeking to develop more human-centered solutions to support workforce members while driving higher levels of employee engagement.
- Members of Leadership who are wishing to gain competitive advantage by differentiating their business’s products and services.
- Individuals or Teams that are searching for new ways to solve complex problems by placing the customer’s needs at the center of their solutions.
This course will help expose the learner to various design thinking tools and mental models – all with the emphasis on innovating through creative problem-solving.
Our objective is to provide the learner with practical tools for applying a versatile 3-step design thinking process within their organizations. Through this framework, the learner will be able to reframe problems from the customer’s perspective. With this perspective in mind, the learner will drive improvements around the customer experience using tools such as deep-dive interview, journey mapping, empathy mapping, and rapid prototyping.
Need help introducing use of a Voice Of The Customer at your organization?
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