Voice of Customer Program

Design a Voice of Customer (VoC) program for [Company]. Include: 1) Feedback collection channels — NPS surveys (cadence, methodology), CSAT (transactional triggers), CES (effort score), in-product feedback widgets, support ticket analysis, social media monitoring, sales call intelligence, community discussions. 2) Survey design — NPS: relationship survey quarterly, transactional after key milestones. CSAT: post-support, post-onboarding. CES: post-feature use. Question design best practices, survey fatigue prevention. 3) Qualitative analysis — text analytics methodology, sentiment analysis, theme coding framework, insight extraction process. 4) Feedback routing — product feedback to PM team, service feedback to CS ops, sales feedback to enablement. Routing rules, SLA for response. 5) Closed-loop process — individual follow-up workflow (promoter thank you, passive check-in, detractor save play), aggregate insights to product roadmap influence. 6) Reporting — monthly VoC dashboard, quarterly executive insights report, annual customer sentiment trends. 7) Action framework — how to prioritize feedback-driven improvements, business case template for customer-requested features, feedback implementation communication. 8) Program governance — VoC program owner, cross-functional steering committee, feedback review cadence. 9) ROI tracking — retention impact of closed-loop follow-up, product adoption impact of feedback-driven features.