I like to collect VOC across the value delivery spectrum, i.e. (End 2 End perspective). Use a quick csr segmentation excercise to focus on the correct csr set for the purposes of your project. Do your homework with management and SME to develop detailed list of attributes/CSR quality requirements (stated, implied, specified etc). Then employing the Kano approach to gather internal perspectives (developers, operations support etc). Again use the Kano approach with back office / vendors to see their perspectives; objective is to include all tiers (1st, 2nd, 3rd). Then perform a focus group or survey with end users to see gather actual verbatims about product / service quality. Upon completion you have enough data to draw MSA (Repeat/Reproduce) & Gap assessment of perspectives, tools, and performance throughout your process. -JW