Another widely used medium for carrying the voice of the customer is that of email. Email is ubiquitous. In some cases the corporation allows/encourages the customer to provide feedback. In other cases email is collected on websites other than the corporation’s. In short, the medium of email is found everywhere and is widely used.
In terms of the formality of the language, email is usually more formal than speech and less formal than a written document. Having stated that, emails have a wide variance in the formalism of the expression of thought.
Fig 2.4 shows that email is used to collect information about the voice of the customer.
Email does not suffer from the same quality problems that are found with OCR and voice recognition. About the worst thing that can be said about quality of electronic recognition of emails is that misspellings and slang occur in emails. So email in a sense is much “cleaner” than the other media on which the voice...