Warranty claims

Another really important place the voice of the customer is heard is in the processing of warranty claims. Corporations that issue and back up a warranty hear the voice of the customer in a way no one else does.

With warranty claims the language is direct, formal and descriptive. Fig 2.9 shows that warranty claims are a really good way to hear the voice of the customer.

The good news about warranty claims is that the corporation hears first hand and directly about what the customer has to say. The bad news is that the customer only addresses what is wrong with either a service or a product. And the second piece of bad news is that the warranty claim is made after there has been a failure or mishap. Nevertheless the feedback the corporation gets in the processing of warranty claims is truly valuable information.