What Does Your Customer Want?
When making improvements to our services or processes, we often feel we already know what our customers or patients want – but do we really, or are we making assumptions? Before we move forward, we should first ask our patients or other customers about their needs, wants, and expectations, and how important these things are to them. In Performance Improvement, this is called the Voice of the Customer (VOC). There are many different ways to obtain the VOC (Survey’s or Focus Gr