{"id":662,"date":"2009-07-13T09:55:15","date_gmt":"2009-07-13T16:55:15","guid":{"rendered":"http:\/\/blog.mozilla.org\/metrics\/?p=662"},"modified":"2019-09-18T12:05:40","modified_gmt":"2019-09-18T19:05:40","slug":"does-mozilla-champion-the-voice-of-firefox-users","status":"publish","type":"post","link":"https:\/\/blog.mozilla.org\/metrics\/2009\/07\/13\/does-mozilla-champion-the-voice-of-firefox-users\/","title":{"rendered":"Does Mozilla Champion the Voice of Firefox Users?"},"content":{"rendered":"

While presenting at and attending the eMetrics conference<\/a> a couple months back, I noticed one concept heavily emphasized by several presenters — “Voice of the Customer.”\u00a0 Several leaders within the analytics world were able to show how they’ve transformed their organizations and industries by allowing “Voice of the Customer” to drive most actions and decision making across their respective enterprises.<\/p>\n

Mozilla has traditionally been very much in-tune with the temperature and feelings of its users, much more so than I’ve seen at other organizations.\u00a0 However, we’ve sometimes noticed our own blind spots, and over the past year or so, we’ve been working to get on top of our “Voice of the User.”<\/p>\n

\"3d<\/a><\/p>\n

What do I mean by “Voice of the User”?<\/p>\n

Every day, across many avenues, tens of thousands of Firefox users describe a pain point they’ve encountered or comment about their experience with Firefox or make a suggestion.\u00a0 The sum of all of these voices constitutes what I’m referring to as “Voice of the User”.\u00a0 To provide more specificity, here is a list of some channels through which Firefox users are speaking to us every day:<\/p>\n