The voice of the customer is:
A) The response heard from market promotions
B) An expression for customer wants.
C) The communication method used for network marketing.
D) A measure of capability of a process.

Question

Quizplus · Accepted Answer

The voice of the customer refers to the expressed needs and desires of the customer. It is an expression of customer wants and is used to inform product development and design decisions. Option A is incorrect because market promotions can provide only limited feedback from a specific demographic. Option C is incorrect because network marketing refers to a specific marketing tactic and is not related to the voice of the customer. Option D is incorrect because the capability of a process is measured using other metrics such as Six Sigma, process capability index (Cpk), or statistical process control charts (SPC).

The Voice of the Customer Is