Voice of the Customer Consulting

Whether you are looking for help with collecting and analyzing Voice of the Customer data for an individual project, or whether you are looking to deploy an Voice of the Customer data collection and analysis system enterprise-wide, STAT-A-MATRIX consultants can help you make sure that you are collecting the right data and analyzing it in the right way.

For an individual project, STAT-A-MATRIX VOC consultant’s can help you with:

• Identifying and segmenting customers
• Differentiating between internal and external customers
• Prioritizing customers
• Planning VOC data collection for internal and external customers
• Designing interview guides and surveys
• Determining sampling strategy and sample size
• Collecting data (using external market research firms as appropriate)
• Extracting latent or unstated needs
• Converting customer inputs into needs
• Prioritizing needs
• Balancing internal and external customer needs
• Identifying needs that provide a competitive advantage
• Translating needs into measurable performance requirements
• Benchmarking to set performance targets
• Prioritizing performance requirements
• Specifying CTQs

Our data collection techniques ensure that both verbally stated and unstated needs are captured. Our consultants use traditional techniques such as surveys and focus groups as well as innovative observational techniques to make sure that no critical customer requirement is missed. We customize our data collection and analysis techniques to suit the particular needs of your organization.

At the enterprise level, our consultants can help you with all the activities listed above for your entire organization. In addition, we can help you develop systems and processes to store, retrieve, analyze and disseminate VOC data on an on-going basis as a key tool to drive strategic product or service design and improvement.

For further information about VOC consulting, contact 1-800-472-6477.