Templates

VOC Benchmarking

Compare competing offerings regarding customer satisfaction, identifying points to improve.

Overview of existing competitors and their performance as seen by the customer. Target performance profile for the new product or service.

Voice of Customer (VOC) Benchmarking. VOC Benchmarking analyzes customer perception.

1
VOC
Voice of the Customer: hierarchical structure of system and customer requirements. Collect all requirements based on customer benefit. Build a structure of groups and sub-items.
2
Importance
Importance rating for VOC. Created by one of the available prioritization methods, e.g. AHP.
3
Benchmarking
The columns of this table are the competitive products and the predecessor of your new product. For each VOC answer the following question: How good does the listed product (column) meet the customer requirement (row)? Use a scale from -- (non acceptable = 0) to ++ (exceeds expectations = 10).
4
Results
This table shows the calculated results of the benchmarking. The result is a score between 0 and 10 for each competing product, taking into account the importance of each VOC and its score in the benchmarking table. The calculation uses the method of linear mapping.

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