ABSTRACT
In this chapter, the author defines and gathers the Voice of the Customer (VOC), starting with open-ended questions. The number one topic that kept shaking our head was the powerful and simple metric of success. Success is defined from the customer’s perspective regarding product. The prework needed to define the open-ended questions shouldn’t be as arduous as the close-ended ones. The format for the questionnaires will be done with both one-on-one interviews and focus group style. After all the answers were collected, which took about 20 minutes, the customer felt comfortable with the inquiries and how the dialog pace was going. After reviewing the results from the Tubing Experts interviews and focus group discussions, the VOC that are not directly related to the product performance can be used to enhance the relationship between company and customer.
