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In a continuous improvement environment, we strive to understand and meet the needs of our customers - those who use and benefit from our products and services. The 'Voice of the Customer' is often our best source of information and one effective way to collect this input is through a customer focus group.

Focus groups provide an opportunity to get multiple customers together to discuss their needs, evaluate concepts, and provide feedback necessary to make improvements to a process. They can be an important component of the ongoing customer communication which is at the core of any great organization.

If you would like our team to facilitate a focus group session to help you understand your 'Voice of the Customer', contact us at peiadmins@kent.edu.

'A happy customer tells a friend; an unhappy customer tells the world.' -- unknown