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Pfad: Startseite > QFD-Forum > Ausgabe 29 > Abstract: Analysing Customer's Voice

Using Six Sigma Transfer Functions for Analysing Customer’s Voice
Thomas M. Fehlmann, Eberhard Kranich

12 Seiten

620 KB

Using Six Sigma Transfer Functions for Analysing Customer’s Voice

(ursprünglich veröffentlicht auf der Fourth International Conference on Lean Six Sigma 26-27 March 2012 in Glasgow, Scotland, UK)

Abstract

Marketing surveys based on the one-question approach such as Net Promoter® Score (NPS) have become popular for understanding the customer's experience with respect to various touch-points. The one-question approach avoids the pitfalls of multi-paged questionnaires. However, two issues must be addressed: (i) How can specific information on what drives customer referrals be extracted from a one question survey? and, (ii) Are such surveys suitable to reveal the Voice of Customer (VoC), as required for Lean and Six Sigma?

The goal of this paper is to explain how such survey results can be leveraged for understanding customer’s voice, using Six Sigma concepts. The approach is extensible for covering analysing customer’s voice in helpdesk tickets, and from social media, as well.

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