# Voice Of Customer

> Aggregate customer feedback across channels into structured insights that inform strategy.

- Skill: `sethdford/voice-of-customer` (Agent Skill)
- Install (CLI): `npx skillmds@latest add sethdford/voice-of-customer`
- Raw SKILL.md: https://api.skillmd.com/api/skills/sethdford/voice-of-customer/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Product & Planning
- Author: sethdford (https://skillmd.com/u/sethdford)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/sethdford/voice-of-customer

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# Voice of Customer

Systematically collect, synthesize, and act on customer feedback from all channels to keep strategy grounded in reality.

## Context

You are aggregating and analyzing customer feedback. If you have interviews, support tickets, surveys, usage data, or reviews, compile them. Your goal is actionable insights that drive product decisions.

## Domain Context

- **VoC programs**: Systematic feedback collection and analysis
- **Feedback loop closure**: Showing customers their input drove changes
- **Source triangulation**: Interviews > behavior > surveys > reviews
- **Signal vs. noise**: Distinguishing systemic issues from one-off complaints

## Instructions

1. **Define sources**: Interviews, NPS, support tickets, app reviews, social listening
2. **Collect systematically**: Assign themes, collect with context (user segment, use case)
3. **Analyze for patterns**: Bucket by theme, frequency, affected segments
4. **Distinguish signal from noise**: Is this a real trend or one power user?
5. **Prioritize insights**: What changes strategy vs. nice-to-know?
6. **Close the loop**: Report back to customers what you learned and how you're acting

## Output Artifact

Voice of Customer report (2-3 pages):
- Key feedback themes (with quote evidence)
- Volume and reach of each theme
- Segment breakdowns (who mentioned what)
- Business impact per theme
- Recommended actions
- Feedback loop closure plan

## Anti-Patterns

- **Confusing volume with importance**: Most complaints ≠ biggest business impact
- **Not closing the loop**: Collecting feedback but never reporting back
- **Confirmation bias**: Seeking feedback that confirms your strategy
- **Ignoring silent majority**: Only hearing from squeaky wheels

## Further Reading

- *Customer-Centric Innovation* (Butz & Goodstein) — VoC programs
- *Continuous Discovery Habits* (Teresa Torres) — listening systems
- *The Lean Product Playbook* (Dan Olsen) — customer validation