According to the presentation of Mr Elliot Hirst around 90% of the customers are shown as satisfied of major level with the supplier. Indeed, a part will increase their relationship with supplier. Second, the 8% of the customers said that are satisfied but they will decrease their relationship. And finally, the 5% of the customers said that are not satisfied but it will maintain their relationship with supplier.
This analysis is a clear example the how difficult is reaching process of VOC and understand them. In my experience one of the most hard task in the work is satisfied the expectation of the customer, external and internal, because in many times even them do not understand their problem or requirements. Thus, the organization have to develop high levels of involvement with their customers to elaborate -together -integral and sustainable solutions.