voice-of-customer-program

name: voice-of-customer-programdescription: "Stand up a Voice of Customer (VoC) program that turns feedback into action. Use when asked to build a VoC program, design a customer feedback loop, consolidate feedback sources, or set up a closed-loop feedback process. Produces a VoC program design — objectives, feedback sources and channels, a taxonomy, collection and analysis cadence, closed-loop routing, ownership, and success metrics."

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

Taxonomy

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

Cadence

Closed-Loop Routing

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]

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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"