# Voice of Customer Program Skill

Design a Voice of Customer program that reliably captures what customers are telling you across every channel, turns it into prioritized signal, and closes the loop — so feedback changes the product and the customer hears back.

## What This Skill Produces

- Program objectives and the decisions VoC should inform
- A map of feedback sources and how they flow into one place
- A feedback taxonomy for consistent tagging
- Collection, analysis, and reporting cadences
- Closed-loop routing (who acts, who replies to the customer)
- Ownership, tooling, and success metrics

## Required Inputs

Ask for these if not provided:

- **Objective** — reduce churn, guide roadmap, improve NPS/CSAT, fix onboarding
- **Existing feedback sources** — surveys, support tickets, sales/CS notes, reviews, interviews, community, product analytics
- **Tools** available (CRM, support, survey, analytics, a feedback tool)
- **Who consumes the output** — product, CX, leadership
- **Segments** to track separately and any current metrics (NPS/CSAT baseline)
- **Constraints** — team size, privacy, budget

## Process

1. **Define the decisions** — what VoC must inform, so you collect signal not noise.
2. **Inventory sources** — list every place feedback already exists; note volume and quality.
3. **Design the taxonomy** — themes/categories + severity + segment tags applied consistently.
4. **Set the pipeline** — how feedback is captured, centralized, tagged, and deduped.
5. **Analyze on a cadence** — quantify themes by frequency, revenue, and segment; separate solvable from structural.
6. **Close the loop** — route themes to owners; commit to replying to customers ("you asked, we did").
7. **Report & measure** — a recurring VoC readout and metrics that show the program works.

## Output Format

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# Voice of Customer Program — Design

**Objective:** [churn / roadmap / NPS] · **Consumers:** [product · CX · leadership] · **Owner:** [role]

## Feedback Sources
| Source | Channel | Volume | Owner | Into system |
|---|---|---|---|---|
| [Surveys / tickets / reviews / interviews] | [tool] | [rough] | [team] | [how it centralizes] |

## Taxonomy
- **Themes:** [top-level categories]
- **Tags:** severity [low/med/high] · segment · product area
- **Rule:** every item gets a theme + severity + segment

## Cadence
| Activity | Frequency | Owner |
|---|---|---|
| Collection / centralization | [continuous] | [role] |
| Tagging & dedupe | [weekly] | [role] |
| Analysis & prioritization | [monthly] | [role] |
| VoC readout | [monthly/quarterly] | [role] |

## Closed-Loop Routing
| Theme type | Routes to | Customer follow-up |
|---|---|---|
| Product gap | [Product] | [when/how we tell the customer] |
| Bug / friction | [Eng/Support] | [ack + resolution] |
| Pricing/packaging | [PMM/Sales] | [—] |

## Ownership & Tooling
- **Program owner:** [role] · **Tools:** [survey · support · analytics · feedback tool]

## Success Metrics
- [NPS/CSAT trend · % feedback tagged · time-to-close-loop · # roadmap items from VoC · churn tied to themes]

---

## Quality Checks

- [ ] Every source has an owner and a path into one system
- [ ] The taxonomy is simple enough to apply consistently
- [ ] Analysis weights themes by revenue/segment, not just count
- [ ] The loop is genuinely closed — customers hear back
- [ ] Success metrics prove the program changes the product
- [ ] Ownership is unambiguous

## Anti-Patterns

- [ ] Do not collect feedback with no one accountable to act on it
- [ ] Do not build a taxonomy so complex no one tags consistently
- [ ] Do not rank purely by volume — a few high-value accounts matter
- [ ] Do not skip the customer follow-up; silent VoC erodes trust
- [ ] Do not treat VoC as a survey; it's every channel, continuously

## Example Trigger Phrases

- "Set up a Voice of Customer program for our product"
- "Design a closed-loop feedback process across support, sales, and surveys"
- "Consolidate our feedback sources into one prioritized signal"
- "Build a VoC taxonomy and monthly readout"
