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