Definitions for "VOICE OF THE CUSTOMER"
A systematic, institutionalized approach for eliciting and analyzing customers’ requirements, expectations, level of satisfaction and areas of concern. Typically, a Voice of the Customer effort includes facilitated focus groups, individual interviews, surveys. The Voice of the Customer is a key data source in the Project Selection process.
Customer feedback both positive and negative including likes, dislikes, problems and suggestions.
Desires and requirements of the customer at all levels, translated into real terms for consideration in the development of new products, services and daily business conduct.