Whois & Analysis for avius.com

Voice of the customer (VOC) is a term used in business and Information Technology (through ITIL, for example) to describe the in-depth process of capturing customer's expectations, preferences and aversions.

Specifically, the Voice of the Customer 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 relative importance and satisfaction with current alternatives.

Voice of the Customer studies typically consist of both qualitative and quantitative research steps.

They are generally conducted at the start of any new product, process, or service design initiative in order to better understand the customer's wants and needs, and as the key input for new product definition, Quality Function Deployment (QFD), and the setting of detailed design specifications.

Customer satisfaction (often abbreviated as CSAT, more correctly CSat) is a term frequently used in marketing.

It is a measure of how products and services supplied by a company meet or surpass customer expectation.

Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.".

Feedback occurs when outputs of a system are routed back as inputs as part of a chain of cause-and-effect that forms a circuit or loop.

The system can then be said to feed back into itself.

The notion of cause-and-effect has to be handled carefully when applied to feedback systems:

Job satisfaction or employee satisfaction has been defined in many different ways.

Some believe it is simply how content an individual is with his or her job, in other words, whether or not they like the job or individual aspects or facets of jobs, such as nature of work or supervision.

Others believe it is not as simplistic as this definition suggests and instead that multidimensional psychological responses to one's job are involved.

Researchers have also noted that job satisfaction measures vary in the extent to which they measure feelings about the job (affective job satisfaction).

or cognitions about the job (cognitive job satisfaction).

A field of applied statistics of human research surveys, survey methodology studies the sampling of individual units from a population and the associated survey data collection techniques, such as questionnaire construction and methods for improving the number and accuracy of responses to surveys.

Survey methodology includes instruments or procedures that ask one or more questions that may, or may not, be answered.