VOC Survey Implementation
Greg Sinn
2 Posts
Hi All,
I wanted to start a discussion on a topic that I am working on professionally. I am interested in improving our VOC process. We currently have a simple process that asks Airline customers 7 simple questions. They rate us one to 5 on each question, and we look at the data question by question. Our problem is we do not end up with any type of a standardized score, or measurable gauge to determine if we are at an acceptable level. I am interested in pivoting to something like Net Promotor Score of something to give us a number that we can graph. Anyone out there with experience in this area that would like to share. I am in the tier 1 Aerospace supplier industry. My company provides commercial airplane modifications, as well as supplying airplane parts to OEMs.