Sep
13
Written by:
Harry Rowe
9/13/2011 3:59 AM
In 2010, the American Society for Quality initiated a Voice of the Customer process to
- Incorporate use of “Voice of Customer” as a standard practice across the Society, including member units (sections).
- Ensure the Society and its member units focus efforts on key customer needs and wants in the design and delivery of its products and services.
In July 2011, the Indianapolis section conducted a Voice of the Customer survey among its members.
A web-based survey was developed using the Qualtrics survey tools that have been provided by ASQ.
- Invitations to participate were sent to 751 section members.
- Completed surveys were received from 105 members as well as an additional 28 partial responses.
An overview of the survey covering demographics and general perceptions of the section is here:
VOC Survey Overview (PowerPoint)
VOC Survey Overview (PDF)
A detailed report covering the entire survey is here:
2011 Survey Results (PDF)
Over the course of the coming months, the section leadership will be digesting the survey results and incorporating responses into the section’s activities.