Customers rarely speak in numbers. They say “too slow” or “confusing”. The VOC Translation MatrixA tool that converts subjective customer statements (Voice of the Customer) into a clean Customer Requirement and then into a measurable Critical-to-Quality characteristic (CTQ). Click term for full definition turns these statements into measurable targets your projectA unique, temporary endeavor with a defined goal that is important, urgent or complex enough to need its own organization outside the normal line organization. Click term for full definition can work with. Watch the short video, then work with the toolkit PDF: it explains the method, shows a worked example and gives you a blank template to fill in.
Tool video
The short tool video will appear here.
VOC Translation Matrix in short
- Collect real statements. Write down what customers say, word for word, from complaints, surveys or interviews.
- Remove the emotion. Restate each statement as a neutral Customer RequirementA Customer Requirement (CR) is a clean, internal restatement of a Voice of the Customer statement: emotion removed and generalized into a clear customer need. Click term for full definition.
- Find the metric. Ask: how could we measure whether this requirement is met?
- Set a target. Add a target value and a unit, for example “less than 5 days”.
- Check with the customer. Confirm with real customers that the CTQ captures what matters to them.
Key points
- VOC → Customer Requirement → CTQ.
- A CTQ always has a metric, a target and a unit.
- Use real customer words as your starting point.
- Confirm your CTQs with the customer.