Customer Panels (VOC)

Voice of the customer (VOC) is the latest buzzword in business to describe the process of capturing a customer’s wants, needs and requirements. While there are many avenues for garnering customer feedback – such as surveys, focus-groups and telephone interviews, few are as impact full as hearing the issues live from the customer, while the company listens in. To this end, one of the least expenses and most effective tools in the VOC process is the customer panel.

Many companies have found it useful to institute a customer panel at the start of a new project, process or product development in order to better understand the customer’s desires, expectations and requirements.

Conducted by a skilled facilitator from Sterling Consulting Group, the customized customer panels we design,implement and conduct for our clients are focused on a variety of outcomes including:

• A detailed understanding of the customer’s current level of satisfaction
• Highlight key issues and concerns that relate to service/product breakdowns
• Input for appropriate design specifications for a new product or service
• A springboard for future product innovation
• Help to determine widespread and high priority issues to improve overall service levels and products

This program is often conducted in tandem with the Customer Service Survey and The Quality Service Audit.

For more information and a sample report, please contact us.