Voice of the Customer

Voice of the Customer - Baldrige Glossary Definition

(Baldrige Glossary for Business, Government (Public Sector) and other Nonprofit

The term 'Voice of the Customer' was first introduced in the Baldrige Glossary in 2009.

Voice of the Customer

The term voice of the customer refers to your process for capturing customer-related information. Voice-of-the-customer processes are intended to be proactive and continuously innovative to capture stated, unstated, and anticipated customer requirements, expectations, and desires. The goal is to achieve customer engagement. Listening to the voice of the customer might include gathering and integrating various types of customer data, such as survey data, focus group findings, warranty data, and complaint data, that affect customers' purchasing and engagement decisions.

Note: Blue words above are hyperlinks to other Integrated Glossary terms.

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Baldrige Glossary - Voice of the Customer