Voice of Customer | International Academy for Quality (IAQ)

Voice of Customer Think Tank

The IAQ VoCTT advances business excellence by developing and promoting frameworks, methods, and resources for effectively identifying, acquiring, and analyzing the customer’s voice. We provide practical tools, maturity models, and use-case frameworks to help organizations across industries assess their current capabilities, envision desired future states, and implement best practices tailored to their context.

Projects and Activities

Provide a framework for identifying, acquiring, and analysing customer voices

A detailed VoC maturity model has been developed, covering geography, organization type, customer type, and project complexity, each defined at three levels.

Build a reference and resource bank about VoC research and applications

Identify several case studies to be used in the development of materials. The first study is based on airport food service that deploys to a processed product, a service, and a software

Identify missing or new areas to explore VoC knowledge

The Think Tank team conducts research and studies to identify gaps and new opportunities where VoC can create significant value and provide vital support for business excellence.

VoCTT Members

Chair:

Glenn Mazur (USA)

Co-Chair:

Kim Stansfield (GB)

Members:

Anil Sachdev (India)

Chatherine Chan (Hong Kong)