The Voice of the Customer (VOC)
One way to develop a better understanding of the customer's needs is to simply ask for their feedback. Through out sun.com, you will notice a floating [+] icon in the lower right corner of your Web browser window. When you click on this icon, an OpinionLab scorecard pops up allowing to you provide input on your Web experience as it relates to the content, design and usability of the current page. Below is a screen snapshot of a sample scorecoard:
Recently, we added the OpinionLab icon to the Web pages for the download application that powers the Sun Download Center. In the month of April alone, we received 481 ratings through the OpinionLab scorecard. 90 people chose to provide additional feedback through the Comments field. The overall rating was 3.5 out of 5. It was a bit lower than I expected. Again, this is why we're asking for your input, so you as the customer can help drive further improvements base on your needs.
I would like to thank you if took the time to provide us with your feedback on the Sun Download Center. While I cannot share the specifics of the feedback that we received through the Comments field, I can say that most of the comments were fair. I'm still flattered by the number of people who are fans of Sun, our products or the Sun Download Center. Regarding the constructive feedback related to the download experience, if it's actionable, we will definitely include the enhancement in one of our upcoming releases.
Excellent point, especially about the comments -- I've often found that the most enlightening piece of any customer interaction is found in the comments. Do you also do any social media mining in addition to direct surveying?
Posted by Catherine van Zuylen on May 26, 2009 at 03:05 PM PDT #
Hi Catherine,
Thanks for viewing my Blog. We currently do not do any social media mining. The direct survey seems to provide enough insights so far. Although I wouldn't rule it out for the future.
Thanks.
Posted by Alfred Chen on May 27, 2009 at 12:19 PM PDT #