The Voice of the Customer

Questions + Tools/Methods + Actions

"What are our customers saying?"

"What are the needs of our customers?"

"What opportunities do we have to improve the customer experience?"

"Does our experience align with customer expectations?"

"How can we personalize the experience for our customers?"

Opinion Lab

Foresee

Clarabridge

User Testing

User Interviewing and Research

Analytics Team

Customer Satisfaction Score

Quarterly VOC

Data Reporting

Reach out to customer

Immediate Fixes - Small bugs

8 hour jobs

Sprint story

Backlog story

Epic story/

Epic creation

Trends