voice of the customer
Understanding the wants and needs of your customers is pivotal to the success of a new product. One of the tools we employ at Drop Gear Design to do that is a Voice of the Customer (VoC) study.
A VoC study is the process of capturing, understanding, and analyzing the preferences, opinions, and expectations of customers regarding your product. Typically taking place toward the beginning of the design cycle, this exercise can help lay the foundation for a winning development strategy.
Depending on your project’s needs, our VoC services might include:
- Building a structured questionnaire to guide discussions with potential customers and gather specific feedback.
- Identifying key performance indicators and prioritizing the parameters that are most important to your product’s success.
- Assistance with selecting and scheduling representative participants.
- Conducting in-depth interviews over the phone or video chat, or else in-person or with focus groups.
- Providing interview transcriptions.
We use qualitative questioning to stimulate discussion on the how’s and why’s of your customers’ experiences, as well as quantitative metrics to measure parameters and build calculable statistics and benchmarks. After collection, we organize our notes into a final report that outlines the key findings and presents next steps.
There are several benefits to conducting a VoC study, particularly in regard to improving your product’s design cycle. VoC research can help your team better understand your customers’ needs and preferences and avoid costly mistakes and rework during development. It can also help avoid over-burdening your device with unneeded or unwanted extra features. Additionally, it can aid in guiding price targets for cost of goods sold (COGS) and influence plans for manufacturing.
We’ve conducted these types of studies across a wide range of industries. We have the experience to help you uncover what makes your customers tick.
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