CFT 3.1 Voice of Customers and  Voice of Stakeholders

Title: CFT 3.1 Voice of Customers and Stakeholders 

NOTICE: The images below apply to Voice of Customers, however, other than the unique questions, titles of the columns, the same survey types, Matrix Ratings and Comments Analysis models are used. 

Purpose: Collect customer or stakeholder ratings and narrative comments for each group and associated with each unique product, service or program

Responsibility: Customer Focus Team (CFT)

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Value: Learn customer, stakeholder or prospects view of products, services or program versus their unique requirements, needs and expectations

Inputs: CFT responses to short survey (ratings 1-5, and one to five comments from customers or stakeholders.  

Outputs:  Exports from survey (spreadsheet file containing ratings and responses) and the CFT 3.1 Analysis Matrix spreadsheet containing tabs for Instructions, Ratings Matrix, Comments Analysis, SurveyData and a SimplePlan (project) file.

CFT 3.1 Voice of Customer Assessment (survey)

CFT 3.1 Voice of Customer Survey 

CFT 3.1 Voice of Customer Ratings Matrix (.xlsx)

CFT 3.1 Voice of Customer Ratings Matrix - Showing 2 of 5 comment tables

CFT 3.1 Voice of Customer Comments Analysis - (partial view 1 of 5 comments)

Note: At top of all five comments tables are statistics for counts, satisfaction and focus