ExamSimul
  • Certifications
    • Agile
    • Agile Scrum
    • Business Continuity
    • CyberSecurity
      • ISO 27001
      • NIST
    • Design Thinking
    • DevOps
    • Enterprise Architecture
    • Governance System
    • Lean Six Sigma
      • LSS Yellow Belt
      • LSS Green Belt
      • LSS Black Belt
    • Project Management
      • AgilePM
      • PM2
      • PRINCE2
      • PRINCE2 Agile
    • Service Management
      • FitSM
      • ISO 20000
      • ITIL
        • ITIL Foundation
        • ITIL Managing Professional
        • ITIL Strategic Leader
        • ITIL Practitioner
      • OpenSM
    • SW Testing
  • Exams
    • AgilePM®
    • Agile Scrum Product Owner®
    • Agile Scrum Master®
    • Design Thinking®
    • DevOps®
    • DORA Resilience
      • DORA Foundation
    • Enterprise Architecture
      • Exam Simulator for TOGAF® EA Foundation
    • FitSM®
    • ISO 20000
      • ISO 20k Foundation
      • ISO 20k Auditor
    • ISO 22301 Continuity
    • ISO 27001
      • ISO 27001 Foundation
      • ISO 27001 Auditor
      • ISO 27001 Lead Auditor
      • ISO 27701 Foundation
    • ISO 31000 Risk Mgmt
    • IT Governance
    • ITIL®
      • ITIL® Foundation
      • ITIL® Managing Professional
      • ITIL® Strategic Leader
      • ITIL® Practitioner
    • Lean Six Sigma
      • LSS Yellow Belt
      • LSS Green Belt
      • LSS Black Belt
    • NIS 2 Cybersecurity
      • NIS 2 Foundation
    • NIST Privacy
      • NIST Privacy Foundation
    • OpenSM™
      • OpenSM Foundation
    • PM2®
      • PM2 Foundation
    • PRINCE2®
      • PRINCE2® Foundation
      • PRINCE2® Practitioner
    • PRINCE2® Agile
    • SW Testing
  • Courses
    • AgilePM
      • AgilePM® Foundation
      • AgilePM® Practitioner
    • Agile Scrum
      • Agile Scrum Master
    • Cloud Management
    • Design Thinking
      • DT Method® Foundation
    • DORA Cybersecurity
    • FitSM
      • FitSM Foundation
    • ISO/IEC 20000
      • ISO 20000 Foundation
      • ISO 20000 Auditor
      • ISO 20000 Practitioner
      • ISO 20000 Lead Auditor
    • ISO 22301 Continuity
      • ISO 22301 Foundation
    • ISO/IEC 27000
      • ISO 27001 Foundation
      • ISO 27001 Auditor
      • ISO 27001 Practitioner
      • ISO 27001 Lead Auditor
      • ISO 27032 Foundation
      • ISO 27035 Foundation
    • ISO 31000 Risk Mgmt
      • ISO 31000 Foundation
    • ITIL® 4
      • ITIL® 4 Foundation
      • ITIL® 4 Managing Professional
        • ITIL® 4 CDS
        • ITIL® 4 DSV
        • ITIL® 4 HVIT
        • ITIL® 4 DPI
      • ITIL® 4 Strategic Leader
        • ITIL® 4 DPI
        • ITIL® 4 DITS
      • ITIL® 4 Practitioner
        • ITIL® 4 Monitoring and Event Management
        • ITIL® 4 Incident Management
        • ITIL® 4 Problem Management
        • ITIL® 4 Service Desk
        • ITIL® 4 Service Request Management
    • Lean Six Sigma
      • LSS Yellow Belt
      • LSS Green Belt
      • LSS Black Belt
    • NIS 2 Cybersecurity
    • OpenSM
      • OpenSM Foundation
    • PM2 EU Project
      • PM2® Foundation
    • PRINCE2®
      • PRINCE2® Foundation
      • PRINCE2® Practitioner
    • PRINCE2 Agile®
      • PRINCE2 Agile® Foundation
      • PRINCE2 Agile® Practitioner
    • Privacy
      • ISO 27701 Privacy Foundation
      • NIST Privacy Foundation
    • SW Testing
      • SW Testing Foundation
    • TOGAF®
      • TOGAF® EA Foundation
      • TOGAF® EA Practitioner
  • Resources
    • Academy
    • Examination Institute
      • APMG
      • Axelos
        • CPD Requirements
      • EXIN
      • GoToCertify
      • ISACA
      • PECB
      • Peoplecert
        • How to access eBook
        • How to book an Exam
        • How to renew ITIL certification
      • PMI
        • PDU to maintain PMI® certifications
        • Earn Education PDUs
      • The Open Group
        • Test Center
        • Online exam
    • Learning Delivery Methods
      • Online courses
      • Distant courses
      • In-house courses
      • ONE-to-ONE courses
      • Blended courses
      • Fully tailored courses
    • Exam Glossary
    • Exam Proctor
    • Tutor / Trainer
    • Download
    • Webinar
  • Blog
    • Learn
      • Agile
        • Agile History
        • Manifesto Agile
        • AgilePM
          • About AgilePM
          • Choosing DSDM
      • Design Thinking
        • Background
        • About Design Thinking
        • What is Design Thinking
        • Design Thinking Process
      • Enterprise Architecture
        • About TOGAF® Standard, 10th Edition
        • Structure of TOGAF® Standard, 10th Edition
        • Migration TOGAF® EA certification
      • ISO 27001
        • ISO 27001 Requirements
          • Clause 4
            • Requirements 4.1
            • Requirements 4.2
            • Requirements 4.3
            • Requirements 4.4
          • Clause 5
            • Requirements 5.1
            • Requirements 5.2
            • Requirements 5.3
          • Clause 6
            • Requirements 6.1
            • Requirements 6.2
          • Clause 7
            • Requirements 7.1
            • Requirements 7.2
            • Requirements 7.3
            • Requirements 7.4
            • Requirements 7.5
          • Clause 8
            • Requirements 8.1
            • Requirements 8.2
            • Requirements 8.3
          • Clause 9
            • Requirements 9.1
            • Requirements 9.2
            • Requirements 9.3
          • Clause 10
            • Requirements 10.1
            • Requirements 10.2
      • Lean Six Sigma
        • LSS Define Phase
          • The Basics of Six Sigma
            • Meanings of Six Sigma
            • History of Six Sigma
            • LSS Project Deliverables
            • y= f(x)
            • Voice of Customer
            • Six Sigma Teams
        • LSS Measure Phase
        • LSS Analyze Phase
        • LSS Improve Phase
        • LSS Control Phase
      • Project Management
        • PM2
      • Service Management
        • ISO/IEC 20000
          • ISO20k vs Practices
        • ITIL® 4
          • ITIL® 4 Roles based
          • ITIL® 4 Practices based
          • ITIL® 4 Certification guide
          • ITIL® 4 DITS Practical Assignments
    • News
      • Agile Scrum
      • Design Thinking
      • Enterprise Architecture
      • Examination Institute
      • Information Security
      • Project Management
      • Service Management
  • About Us
    • Why ExamSimul
    • Accreditations
    • Partner Program
    • Corporate Training
      • Training Points
    • Terms of Use
    • Privacy Policy
    • Contact Us

Signup  Login

Voice of Customer

  • Home\
  • Blog \
  • Learn\
  • Lean Six Sigma\
  • LSS Define Phase\
  • The Basics of Six Sigma\
  • Voice of Customer

Have you ever spent a lot of time and a lot of effort creating a product or a service only to find out it’s not what the client wanted? Quite deflating, isn’t it? And sometimes that kind of waste could be fatal to a company.

Many companies think they know what their clients want. Very few take the time to investigate and confirm. In the Six Sigma DMAIC process we don’t want to guess, we want to be certain. To do so we reach out to our customers, clients, partners and suppliers to make certain we are hearing what is really important to them.

Voice of Customer Overview

Why is Voice of Client Important?

In short, soliciting voice of client is important because without customers you have no company. The best way to get higher customer satisfaction is to ensure you are delivering what they want when they engage you.

The better you deliver against customer requirements the higher the customer satisfaction. Very satisfied customers are loyal and may even help to promote your products and services.

Many people fall into the trap of assuming based on their experience what their customer. To truly understand, you have to ask and clarify continually. Your customers’ wants and needs are every changing. If you do not know what your customer wants, how can you possibly know if you are delivering what is expected of you.

Why Solicit Voice of Client?

We want to solicit voice of client so we can follow the principles of continuous improvement. For example, you would want to get better at the post-purchase experience so your company can increase sales by shunting customers into the loyalty loop rather than the less stable active research loop.

How do we get Voice of Client?

Data collection is covered later on in the Measure phase of DMAIC. However, what we want to obtain is the expectations of the customers, as they state it in their own words.

Some examples might be:

  • High quality
  • Great service
  • Quick delivery
  • Flexible options
  • Durable goods

Proactive vs Reactive Voice of Client Collection

Voice of Client data collection can be thought of in 2 ways; Proactive and Reactive.

Proactive

It’s always better to be proactive rather than reactive in life. Same principal applies to gathering Voice of Client. In the proactive model you are reaching out to people before there is a problem or the task is complete. Here are a few ideas:

  • “Go to the Gemba” – get out on the floor and watch what is happening in real life.
  • Use mock ups and beta versions to test with volunteers before getting in to production.
  • Send out surveys to a potential customer base.
  • Interview clients and partners on how they see your processes working. Just ask their opinions. “What would you say if we offered X?” “How does this approach sound to you?”
  • Model office. Running simulations is a great way of getting advance data.

Reactive

Just because proactive is favored over reactive doesn’t mean there is no value in reactive sources. In some cases gathering reactive data may be very easy. Your organization likely has great stores of reactive data. Here are examples;

  • On-line feedback – You may have comments on your website or letters to the editor. There are review sites and social media comments. If you created an iPhone app, iTunes keeps a rich array of user feedback. Restaurants can leverage Yelp. Service providers can use Angie’s List. Many, many options here.
  • Customer service logs – if people are returning a produce or calling in for support you can easily quantify and stratify that data to find the most common issues.
  • You can always send a survey right after performing a service or making a sale.
  • Net Promoter Scores – this is a great concept. Wonderful article describes this here.

Now that we have Voice of Client we can move on to translating that data into specific Critical to Client measures so we can take action on improving them. Remember that the Voice of the Customer is the customer’s specification limits.

  • Learn
    Learn
    • Agile
      Agile
      • Agile History
      • Manifesto Agile
      • AgilePM
        AgilePM
        • About AgilePM
        • Choosing DSDM
    • Design Thinking
      Design Thinking
      • Background
      • About Design Thinking
      • What is Design Thinking
      • Design Thinking Process
    • Enterprise Architecture
      Enterprise Architecture
      • About TOGAF® Standard, 10th Edition
      • Structure of TOGAF® Standard, 10th Edition
      • Migration TOGAF® EA certification
    • ISO 27001
      ISO 27001
      • ISO 27001 Requirements
        ISO 27001 Requirements
        • Clause 4
          Clause 4
          • Requirements 4.1
          • Requirements 4.2
          • Requirements 4.3
          • Requirements 4.4
        • Clause 5
          Clause 5
          • Requirements 5.1
          • Requirements 5.2
          • Requirements 5.3
        • Clause 6
          Clause 6
          • Requirements 6.1
          • Requirements 6.2
        • Clause 7
          Clause 7
          • Requirements 7.1
          • Requirements 7.2
          • Requirements 7.3
          • Requirements 7.4
          • Requirements 7.5
        • Clause 8
          Clause 8
          • Requirements 8.1
          • Requirements 8.2
          • Requirements 8.3
        • Clause 9
          Clause 9
          • Requirements 9.1
          • Requirements 9.2
          • Requirements 9.3
        • Clause 10
          Clause 10
          • Requirements 10.1
          • Requirements 10.2
    • Lean Six Sigma
      Lean Six Sigma
      • LSS Define Phase
        LSS Define Phase
        • The Basics of Six Sigma
          The Basics of Six Sigma
          • Meanings of Six Sigma
          • History of Six Sigma
          • LSS Project Deliverables
          • y= f(x)
          • Voice of Customer
          • Six Sigma Teams
      • LSS Measure Phase
      • LSS Analyze Phase
      • LSS Improve Phase
      • LSS Control Phase
    • Project Management
      Project Management
      • PM2
    • Service Management
      Service Management
      • ISO/IEC 20000
        ISO/IEC 20000
        • ISO20k vs Practices
      • ITIL® 4
        ITIL® 4
        • ITIL® 4 Roles based
        • ITIL® 4 Practices based
        • ITIL® 4 Certification guide
        • ITIL® 4 DITS Practical Assignments
  • News
    News
    • Agile Scrum
    • Design Thinking
    • Enterprise Architecture
    • Examination Institute
    • Information Security
    • Project Management
    • Service Management
Exam Simulator for COBIT 2019 Foundation
Exam Simulator for COBIT 2019 Foundation
39.00‎€  28.00‎€
View Details
GTC Agile Project Manager Mock Exam
GTC Agile Project Manager Mock Exam
37.00‎€  26.00‎€
View Details
GTC NIST Privacy Foundation Exam
GTC NIST Privacy Foundation Exam
283.00‎€
View Details
Lean Six Sigma - IASSC® Certified Yellow Belt™ ICYB™ official Mock Exam
Lean Six Sigma - IASSC® Certified Yellow Belt™ ICYB™ official Mock Exam
54.00‎€
View Details

ExamSimul - is the training centre for the BITIL.COM group - an organization of professionals and senior experts whose main interest is the spread of knowledge and the application of methodologies Agile, Scrum, ITIL®, PRINCE2®, CobiT®, TOGAF®, Design Thinking and Standard International. [...]

Latest downloads

Cybersecurity Act
Cyber Resilience Act
Data Governance Act
09 ITIL 4 Master Brochure
ITIL 4 Case Study The Co-operative Group

Quick link

  • Course Catalogue
  • Academy
  • News
  • FAQs
  • Term of Use
  • Privacy Policy
  • Contact

Contact

Where we areEmail: info@examsimul.com
Linkedin: ExamSimul
2025 © Copyright ExamSimul - All Right Reserved
ITIL®, PRINCE2®, PRINCE2 Agile® are Registered Trade Marks of the PeopleCert group. IASSC Lean Six Sigma™ is trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved. TOGAF® is a registered trademarks of The Open Group in the United States and other countries. COBIT® 2019 is a Registered Trade Marks of the Information Systems Audit and Control Association and the IT Governance Institute. AgilePM® is a registered trademark of Agile Business Consortium. All rights Reserved. The APMG International Scrum and Swirl Device logo is a trademark of The APM Group Limited, used under permission of The APM Group Limited. All rights reserved. APMG International ISO/IEC 20000™ is a trademark of The APM Group Limited. All rights reserved. APMG International ISO/IEC 27001™ is a trademark of The APM Group Limited. All rights reserved. FitSM® is a registered trademark of ITEMO e.V. DTMethod® is a registered trademark of Inprogress Sp.zo.o.
  • Certifications
    • Agile
    • Agile Scrum
    • Business Continuity
    • CyberSecurity
      • ISO 27001
      • NIST
    • Design Thinking
    • DevOps
    • Enterprise Architecture
    • Governance System
    • Lean Six Sigma
      • LSS Yellow Belt
      • LSS Green Belt
      • LSS Black Belt
    • Project Management
      • AgilePM
      • PM2
      • PRINCE2
      • PRINCE2 Agile
    • Service Management
      • FitSM
      • ISO 20000
      • ITIL
        • ITIL Foundation
        • ITIL Managing Professional
        • ITIL Strategic Leader
        • ITIL Practitioner
      • OpenSM
    • SW Testing
  • Exams
    • AgilePM®
    • Agile Scrum Product Owner®
    • Agile Scrum Master®
    • Design Thinking®
    • DevOps®
    • DORA Resilience
      • DORA Foundation
    • Enterprise Architecture
      • Exam Simulator for TOGAF® EA Foundation
    • FitSM®
    • ISO 20000
      • ISO 20k Foundation
      • ISO 20k Auditor
    • ISO 22301 Continuity
    • ISO 27001
      • ISO 27001 Foundation
      • ISO 27001 Auditor
      • ISO 27001 Lead Auditor
      • ISO 27701 Foundation
    • ISO 31000 Risk Mgmt
    • IT Governance
    • ITIL®
      • ITIL® Foundation
      • ITIL® Managing Professional
      • ITIL® Strategic Leader
      • ITIL® Practitioner
    • Lean Six Sigma
      • LSS Yellow Belt
      • LSS Green Belt
      • LSS Black Belt
    • NIS 2 Cybersecurity
      • NIS 2 Foundation
    • NIST Privacy
      • NIST Privacy Foundation
    • OpenSM™
      • OpenSM Foundation
    • PM2®
      • PM2 Foundation
    • PRINCE2®
      • PRINCE2® Foundation
      • PRINCE2® Practitioner
    • PRINCE2® Agile
    • SW Testing
  • Courses
    • AgilePM
      • AgilePM® Foundation
      • AgilePM® Practitioner
    • Agile Scrum
      • Agile Scrum Master
    • Cloud Management
    • Design Thinking
      • DT Method® Foundation
    • DORA Cybersecurity
    • FitSM
      • FitSM Foundation
    • ISO/IEC 20000
      • ISO 20000 Foundation
      • ISO 20000 Auditor
      • ISO 20000 Practitioner
      • ISO 20000 Lead Auditor
    • ISO 22301 Continuity
      • ISO 22301 Foundation
    • ISO/IEC 27000
      • ISO 27001 Foundation
      • ISO 27001 Auditor
      • ISO 27001 Practitioner
      • ISO 27001 Lead Auditor
      • ISO 27032 Foundation
      • ISO 27035 Foundation
    • ISO 31000 Risk Mgmt
      • ISO 31000 Foundation
    • ITIL® 4
      • ITIL® 4 Foundation
      • ITIL® 4 Managing Professional
        • ITIL® 4 CDS
        • ITIL® 4 DSV
        • ITIL® 4 HVIT
        • ITIL® 4 DPI
      • ITIL® 4 Strategic Leader
        • ITIL® 4 DPI
        • ITIL® 4 DITS
      • ITIL® 4 Practitioner
        • ITIL® 4 Monitoring and Event Management
        • ITIL® 4 Incident Management
        • ITIL® 4 Problem Management
        • ITIL® 4 Service Desk
        • ITIL® 4 Service Request Management
    • Lean Six Sigma
      • LSS Yellow Belt
      • LSS Green Belt
      • LSS Black Belt
    • NIS 2 Cybersecurity
    • OpenSM
      • OpenSM Foundation
    • PM2 EU Project
      • PM2® Foundation
    • PRINCE2®
      • PRINCE2® Foundation
      • PRINCE2® Practitioner
    • PRINCE2 Agile®
      • PRINCE2 Agile® Foundation
      • PRINCE2 Agile® Practitioner
    • Privacy
      • ISO 27701 Privacy Foundation
      • NIST Privacy Foundation
    • SW Testing
      • SW Testing Foundation
    • TOGAF®
      • TOGAF® EA Foundation
      • TOGAF® EA Practitioner
  • Resources
    • Academy
    • Examination Institute
      • APMG
      • Axelos
        • CPD Requirements
      • EXIN
      • GoToCertify
      • ISACA
      • PECB
      • Peoplecert
        • How to access eBook
        • How to book an Exam
        • How to renew ITIL certification
      • PMI
        • PDU to maintain PMI® certifications
        • Earn Education PDUs
      • The Open Group
        • Test Center
        • Online exam
    • Learning Delivery Methods
      • Online courses
      • Distant courses
      • In-house courses
      • ONE-to-ONE courses
      • Blended courses
      • Fully tailored courses
    • Exam Glossary
    • Exam Proctor
    • Tutor / Trainer
    • Download
    • Webinar
  • Blog
    • Learn
      • Agile
        • Agile History
        • Manifesto Agile
        • AgilePM
          • About AgilePM
          • Choosing DSDM
      • Design Thinking
        • Background
        • About Design Thinking
        • What is Design Thinking
        • Design Thinking Process
      • Enterprise Architecture
        • About TOGAF® Standard, 10th Edition
        • Structure of TOGAF® Standard, 10th Edition
        • Migration TOGAF® EA certification
      • ISO 27001
        • ISO 27001 Requirements
          • Clause 4
            • Requirements 4.1
            • Requirements 4.2
            • Requirements 4.3
            • Requirements 4.4
          • Clause 5
            • Requirements 5.1
            • Requirements 5.2
            • Requirements 5.3
          • Clause 6
            • Requirements 6.1
            • Requirements 6.2
          • Clause 7
            • Requirements 7.1
            • Requirements 7.2
            • Requirements 7.3
            • Requirements 7.4
            • Requirements 7.5
          • Clause 8
            • Requirements 8.1
            • Requirements 8.2
            • Requirements 8.3
          • Clause 9
            • Requirements 9.1
            • Requirements 9.2
            • Requirements 9.3
          • Clause 10
            • Requirements 10.1
            • Requirements 10.2
      • Lean Six Sigma
        • LSS Define Phase
          • The Basics of Six Sigma
            • Meanings of Six Sigma
            • History of Six Sigma
            • LSS Project Deliverables
            • y= f(x)
            • Voice of Customer
            • Six Sigma Teams
        • LSS Measure Phase
        • LSS Analyze Phase
        • LSS Improve Phase
        • LSS Control Phase
      • Project Management
        • PM2
      • Service Management
        • ISO/IEC 20000
          • ISO20k vs Practices
        • ITIL® 4
          • ITIL® 4 Roles based
          • ITIL® 4 Practices based
          • ITIL® 4 Certification guide
          • ITIL® 4 DITS Practical Assignments
    • News
      • Agile Scrum
      • Design Thinking
      • Enterprise Architecture
      • Examination Institute
      • Information Security
      • Project Management
      • Service Management
  • About Us
    • Why ExamSimul
    • Accreditations
    • Partner Program
    • Corporate Training
      • Training Points
    • Terms of Use
    • Privacy Policy
    • Contact Us
  0  - 0.00‎€
Your shopping cart is empty!
USD EUR GBP
Top

Sample Paper on Google

100% OFF Exam Simulator 

Immediate access to realistic exam sample questions

Rewarding Your Excellence in ITIL 4
Get Free ITIL4 Practitioner Exam Voucher
Course Catalogue Corporate Training Course Calendar Contact Us