Voice of the Customer Masterclass

The Voice of the Customer is an obvious idea – but one that is often miss-understood or rarely engaged.

Many organisations make assumptions about what they think a customer wants and needs and ignores what is really happening.

A company with an attrition problem (customer or employees) has often not understood the voice of their customer.

A product or service with a poor take-up might be due to providing  a service that is misaligned with what your customers want.

In our workshop, we’ll look at some of the most effective techniques for understanding the voice of the customer and how you can use this insight to drive high performance.

Voice of the customer
Understand how to look at problems through the customers perspective

Data Collection methods
we’ll look through the most common data collection methods along with their pros and cons

Kano model
a great model for separating our needs from wants and helping ensure your product or service meets customer requirements

Customer Feedback
Your customers feedback could be the most important feedback you’ll get in business

Actioning VoC data
it’s one to collect the data, it’s another thing altogether to use this data to take action

Critical to Customer
learn how to distill your customer’s voice into clear and effective Critical to Customer requirements or CTQs


Day 1

Balancing customer concerns

  • Internal vs External customers
  • Voice of the customer collection approaches
  • Data Collection methods
  • Critical to Quality items
  • Case Study


Aligned to ISO 13053 Quantitative methods in process improvement – six sigma standard

Lean Training Certified


Boost your professional development and increase your earning potential with a recognised Lean Six Sigma certification

Project Completion


Use your newly found Lean Six Sigma skills to complete improvement project and increase customer satisfaction


Lean Six Sigma

This is all our experts do – and they practise it for a living. You’ll get to learn from the best in the industry

Lean Training Certified


Receive a Certificate – Practice what you learn

lean Templates


All our courses come complete with a suite of templates that you can use after the course