Voice of the customer: Customer satisfaction ratio based analysis

An International Index for Customer Satisfaction in the Construction Industry

“…Within the p reparation stage, the project team plays an important role towards orienting and supporting project customers to the optimum solution of their project [29]; [47]). These practi ces help maintaining consistent communication between c ustomers' needs and design input [14] which ultimately e nable developing a project that satisfies customers' needs and fulfils their requirements. These drivers were support ed by a number of case studies.…”

“…X X X X X CSD 2 Adopting customer's perceptions rather than focusing on objective reality [46]. ds and design input [14]. X X X X X CSD 6 Developing quality design free of defects and quality facility [6], [4 7], [51], [52], [53].…”

“…In addition, Torbica and Stroh [13] emphasised that the use of "soft" performance criteria such as customer satisfaction, is at an early evolutionary stage in construction. Furthermore, client satisfaction has not yet been fully prioritised as a critical issue in the construction industry [14]. Towards filling the gap in construction literature, this paper aims to develop an international index for customer satisfaction in the construction industry.…”

A Study to determine the Home-Buyer’s Preferences through Voice of Customer

“…VOC enables the engineers and other decision makers to successfully understand and prioritize the customer needs, wants, perceptions, and preferences and serves as a benchmark for future home-buyers on what should be considered important at the time of taking decision to buy a house; and also the information obtained from the customers can be set as goals to satisfy the customer requirements [9]. The beginning of research on VOC originated from the studies of Parasuraman et al (1988) [10] wherein the authors have mentioned that VOC can be collected through customer's recognition studies and customer surveys [9].…”

“…Voice of Customer (VOC) is the critical analysis procedure that provides precise information regarding customer input requirements for a product/ service output and the comfort-level that a home-buyer experiences from his house-builder or service provider [9]. VOC enables the engineers and other decision makers to successfully understand and prioritize the customer needs, wants, perceptions, and preferences and serves as a benchmark for future home-buyers on what should be considered important at the time of taking decision to buy a house; and also the information obtained from the customers can be set as goals to satisfy the customer requirements [9].…”