Voice of the Customer (VOC) Translation Matrix

Voice of the Customer (VOC) is data that represents the needs and wants of your customers. VOC data is collected through various means, including Surveys and Focus Groups.

The VOC (Voice of the Customer) Translation Matrix is a tool that helps teams take customer comments, determine the underlying issues represented by those comments and use this information to develop measurable customer requirements. The goal of this tool is to translate often vague comments into something concrete so that the team can focus their efforts to meet these requirements.