Voice of the Customer Matrix in Excel

Use a voice of the customer matrix to gather customer's needs and wants as a basis for establishing objectives.

Example of the Voice of the Customer Matrix

voc template in excel

How to Create a Voice of the Customer Matrix

  1. Enter key customer statements on the left. Rate the importance from 1 (low) to 5 (high).
  2. Identify and enter key business functions along the top.
  3. For each center box, rate the "how" (top) to the "what" (left). Multiply times the importance to get the total weight.
  4. Highest scores show where to focus your improvement efforts.

QI Macros Voice of the Customer Template

QI Macros installs a new menu on Excel's tool bar. To open the VOC template, click on QI Macros » Planning and PM Tools » Voice of the Customer Matrix.

voc menu

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Other Charts Included in QI Macros Add-in for Excel