FD X50-222

FD X50-222

July 2021
Published document Current

Service excellence - The voice of the customer (VoC) including customer insights

Le présent document s'applique à toute organisation, quels que soient la taille, l'industrie ou le secteur d'activité, qui fournit des services. Il propose un cadre, des bonnes pratiques et des outils pour améliorer la compréhension des clients en vue de produire des expériences clients extraordinaires.

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Main informations

Collections

National standards and national normative documents

Publication date

July 2021

Number of pages

19 p.

Reference

FD X50-222

ICS Codes

03.080.01   Services in general
03.100.99   Other standards related to company organization and management
03.120.99   Other standards related to quality

Classification index

X50-222

Print number

1
Sumary
Service excellence - The voice of the customer (VoC) including customer insights

Le présent document s'applique à toute organisation, quels que soient la taille, l'industrie ou le secteur d'activité, qui fournit des services. Il propose un cadre, des bonnes pratiques et des outils pour améliorer la compréhension des clients en vue de produire des expériences clients extraordinaires.
Table of contents
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  • Avant-propos
  • 1 Domaine d'application
  • 2 Termes et définitions
  • 3 La voix du client
  • 4 Utilité de la VoC (raison d'être)
  • 5 Conditions préalables
  • 6 La Collecte des " feedback clients "
  • 7 Les outils/processus qui permettent l'écoute des clients sur tous les canaux y compris le digital
  • 8 Les différents types de collectes
  • 9 Analyse
  • 10 Exploitation (Décisions et Plans d'actions)
  • 11 Points de vigilance
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