Voice Of Customer Table (VOCT)




  • Tool Used to Explore Customer Requirements.
  • Helps in understanding Customer requirements clearly
  • VOC is a technique to organize, analyze & profile the customer requirements
  • The “voice of the customer” is a process used to capture the requirements/feedback from the customer (internal or external) to provide the customers with the best in class service/product quality
  • VOCT helps to capture Stated(Explicit) and Unstated(Implicit) needs.
  • Uses the technique of 5W’s(Who, What, When, Where, Why) and 1H(How)
  • Way’s to Capture Customer Voice are: Interviews, Focus Groups, Surveys, Complaints/Feedbacks


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