Research on Noise Mitigation for VoC Analysis: A Study of Managers and Designers

Abstract

Manufacturers and service providers need new innovative tools to effectively leverage the value of Voice of Customer (VoC). These unconventional and unstructured data require specialized methods for analysis and interpretation. The current methodology primarily involves extracting keywords related to customer needs from VoC, followed by proposing corresponding management and marketing strategies. However, diverse interpretations of these keywords can result in irrelevant noise due to variations in employees' professional and working backgrounds, which could hinder decision makers' understanding of customer needs. To address this issue, this paper focused on managers and designers across functional departments as research subjects, aiming to identify relevant factors that could influence noise generation in VoC analysis work and suggest appropriate strategies for mitigating such noise.