Certified Six Sigma Black Belt Exam Certified Six Sigma Black Belt Voice of the Customer (VOC) Questions and Answers 3

Question 1

What distinguishes a 'latent' customer need from a 'stated' customer need in VOC analysis?

Accepted Answer

Latent needs are unarticulated and customers may not be consciously aware of them

Answer

Latent needs are explicitly documented in service contracts

Answer

Latent needs only apply to internal customers

Answer

Latent needs are always less important than stated needs

Question 2

A Black Belt is designing a VOC study for a B2B product with a small customer base of 15 accounts. Which data collection method is most appropriate?

Accepted Answer

In-depth interviews with key stakeholders at each account

Answer

Mass email surveys with Likert scales

Answer

Social media sentiment analysis

Answer

Random phone surveys of end users only

Question 3

When using a VOC table to organize customer feedback, which columns are typically included?

Accepted Answer

Customer statement, customer need, CTQ characteristic, and specification

Answer

Customer name, purchase date, revenue, and complaint count

Answer

Survey question, response rate, standard deviation, and p-value

Answer

Product SKU, defect type, frequency, and cost of poor quality

Question 4

Which metric best measures the gap between customer expectations and actual perceived performance?

Accepted Answer

Customer satisfaction gap score (expectation minus perception)

Answer

Net Promoter Score (NPS)

Answer

First call resolution rate

Answer

Customer effort score

Question 5

During a VOC analysis, a Black Belt finds that 80% of negative feedback traces back to three root issues. Which principle does this illustrate?

Accepted Answer

The Pareto principle

Answer

The central limit theorem

Answer

Regression to the mean

Answer

Bayes' theorem

Question 6

What is the primary purpose of conducting a gemba visit as part of VOC data collection?

Accepted Answer

To observe customers using the product or service in their actual environment

Answer

To verify that production equipment meets calibration standards

Answer

To audit supplier quality management systems

Answer

To review financial performance dashboards with leadership