Emily's Game

Voice Of The Customer And Focus Groups

Voice of the Customer

The ‘Voice of the customer’ is a tool or process of gathering customer input about the proposed or existing services or products depending on the situation. If a company’s success depends on knowing what the customer wants, then it should develop products and services based on customer feedback, and this should be done sooner rather than later.

Focus Groups

The focus groups may be thought of as special purpose vehicles or mechanisms to facilitate understand the voice of customer better, organize the gathered data, evaluate the evolved feedbacks and channelize them in concise fashion to the developers for deliberation and further action. In a way, focus groups can serve as live links between the customer and the development department.

Going a step further, we understand that there is a need for two focus groups with different missions. The first one focuses on exploring the collective needs of customers, develop and