Tools for Capturing the Voice of the Customer
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Kano Model: A framework for categorizing customer requirements into basic needs, performance needs, and excitement needs. It helps to prioritize features based on their impact on customer satisfaction.
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House of Quality (QFD): Quality Function Deployment (QFD) is a tool used to translate customer requirements (VOC) into specific product or service features. The House of Quality matrix helps to align technical specifications with customer needs.
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Affinity Diagrams: A visual tool for organizing and categorizing VOC data into themes and groups. It helps to identify common patterns and prioritize areas for improvement.
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Pareto Analysis: A statistical technique used to identify the most significant factors contributing to customer dissatisfaction. It follows the Pareto principle (80/20 rule), which states that 80% of problems are often caused by 20% of the issues.