A Study on the Basic Design of the System for the Effective Collection of the Voice of the Customer through the Previous Research Analysis

Abstract

Today’s many companies and government agencies apply various requirements of customers to establish the proposals for improving their managements and businesses. Thus, in this study, a basic design plan for a system that can collect effectively the customers’ opinions through the previous research analysis made on the VOC (Voice of the Customer) collection methods is investigated. To the research, in this paper, the previous study analysis was conducted. As the result, in order to collect customers’ opinions through companies’ management activities and to unfold effectively the management activities based on VOC, the collection and convergence of customers’ opinions through the external and internal channels of a company are important. Also, it is necessary to develop an integrated VOC system in order to manage not only the customers’ opinions collected through paths such as call center but also to integrate indirect VOCs that are being exchanged via SNS. © 2015, ICIC Express Letters Office. All rights reserved.