#ICYDK: The voice of the customer (VOC) is an IT Infrastructure Library (ITIL) term that describes the in-depth process of capturing customer expectations, preferences, and aversions. It is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relevant importance and satisfaction with current alternatives. Originally developed in the UK as a series of books to explain procedures and best practices for the IT industry to follow, many organizations adopted disciplines from ITIL in their software delivery lifecycle (SDLC) and IT operations management (ITOM) practices.
For a quicker feedback mechanism, companies are adopting NPS® or Net Promoter Score. NPS surveys your software end users with one simple question: “How likely is it that you would recommend this company or product to a friend or colleague?” Software-as-a-service (SaaS) platform companies collect NPS from their customer base by layering a dynamic feedback footer bar in their web-based application. One popular product called Wootric enables customer surveys inside SaaS, mobile apps or websites with a snippet of JavaScript. Either VOC or NPS allows organizations to align company efforts around customer needs, desires and willingness to recommend a product and the company behind it. Both measurements help monitor trends, improve retention, increase referrals and prioritize the feature roadmap of customer-facing software. https://goo.gl/eyosfA
