Observation is the process of closely monitoring someone or something and taking notes on the behaviour of the person or thing under observation. Observation is a very powerful and common method to capture the Voice of Customer (VOC) and is usually deployed in marketing studies to understand consumer behaviour.
Voice of Customer
Voice of Customer (VOC) - is a research tool that captures the stated and unstated needs/requirements of the customer. Interviews, focused group discussions, surveys, observation, warranty data, complaints are some of the ways in which VOC can be captured.
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