Voice of the customer (VOC) at an award winning organ procurement organisation

Through its Voice of the Customer (VOC) process, Mid-America Transplant Services (MTS), a US non-profit organ procurement organisation and winner of the 2015 Baldrige National Quality Award, sought actionable feedback on the quality of services and customer support via a number of listening and learning methods, including surveys, formal and informal interactions, and meetings. A survey process incorporated feedback reports that provided results to the survey participants and led to the developm...

BPIR Categories

1.1.7 Review customer listening & learning methods
1.1.5 Conduct customer surveys
1.2.1 Product strengths/weaknesses/opportunities/threats