Spreadsheets

Spreadsheets are great sources for the voice of the customer, although spreadsheets often contain data other than the voice of the customer. On those occasions where the voice of the customer is heard in spreadsheets it usually is fairly formal and direct.

Fig 2.7 shows the voice of the customer that is sometimes found in a spreadsheet.

When the voice of the customer is found in the form of a spreadsheet it is noteworthy that the voice of the customer is found only as textual data. Often numeric data is found as the contents of the spreadsheet and when that is the case numeric values almost never express the voice of the customer.