Voice of the Customer (VOC) Flashcards
7 cards from real Certified Six Sigma Black Belt Exam practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Voice of the Customer (VOC) flashcards as text
Which VOC data collection method is best suited for exploring unknown customer needs through open-ended discussion?
Answer: Focus group
Focus groups use facilitated discussion to uncover latent or unarticulated customer needs that structured methods might miss.
In the Kano model, which category describes features that customers expect as baseline requirements and cause dissatisfaction only when absent?
Answer: Must-be (Basic)
Must-be (Basic) needs are taken for granted; their absence causes dissatisfaction but their presence does not increase satisfaction.
A Black Belt wants to translate VOC data into measurable product requirements. Which tool is most appropriate for this translation?
Answer: Quality Function Deployment (QFD)
QFD (the House of Quality) systematically maps customer requirements to technical specifications and design parameters.
What is the primary risk of relying exclusively on reactive VOC data such as customer complaints?
Answer: It captures only problems experienced, missing latent or unrealized needs
Complaints represent customers who had a problem and chose to report it, leaving out unarticulated or future needs.
Which metric directly measures the gap between customer expectations and perceived delivery in service quality research?
Answer: SERVQUAL gap score
SERVQUAL measures five service dimensions and calculates the gap between expected and perceived service quality.
During VOC analysis, a team identifies a need expressed as 'I want the report delivered fast.' What is the correct next step?
Answer: Probe further to define 'fast' with a specific, measurable threshold
Vague VOC statements must be probed and quantified before they can become valid, measurable CTQ characteristics.
Which sampling approach is most appropriate when a company wants VOC input from distinct customer segments such as enterprise, mid-market, and small business?
Answer: Stratified sampling
Stratified sampling ensures proportional or deliberate representation from each defined customer segment.