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.