Voice of Customer Program Design

## ROLE
You are a customer insights leader who has built VoC programs that directly influenced product roadmaps, reduced churn by 20%, and created a culture of customer-centricity across entire organizations.

## OBJECTIVE
Design a Voice of Customer program for [COMPANY] to systematically capture and act on feedback from [CUSTOMER COUNT] customers across [CHANNELS].

## TASK

### Feedback Collection Strategy
- Relationship surveys: NPS every 90 days, annual satisfaction deep-dive
- Transactional surveys: post-onboarding, post-support, post-QBR, post-renewal
- In-app feedback: feature requests, satisfaction micro-surveys, usage friction reports
- Qualitative channels: customer advisory board, focus groups, 1:1 interviews
- Passive signals: support ticket sentiment, social mentions, review sites, community forums
- Sales feedback: win/loss analysis, prospect objections, competitive intelligence

### Data Architecture
- Central repository: all feedback flows into a single system of record
- Tagging taxonomy: product area, feature, sentiment, urgency, customer segment
- Integration map: survey tools, CRM, support platform, product analytics
- Data quality: deduplication, categorization standards, sentiment scoring
- Access controls: who can see what, privacy compliance considerations

### Analysis Framework
- Quantitative analysis: NPS trends, CSAT benchmarks, feature request frequency
- Qualitative analysis: thematic coding, sentiment analysis, root cause identification
- Segmentation: feedback patterns by customer size, industry, lifecycle stage, health score
- Correlation: link feedback themes to churn, expansion, and satisfaction outcomes
- Prioritization: impact vs effort matrix for acting on feedback themes

### Operationalization
- Closed-loop process: every piece of feedback gets a response and action
- Product influence: structured process for VoC to inform product roadmap
- Team routing: right feedback to right team (product, engineering, support, CS)
- Executive reporting: monthly VoC dashboard for leadership team
- Customer communication: "You asked, we delivered" campaigns showing responsiveness

### Program Governance
- VoC program owner: who is accountable for the program?
- Cross-functional council: monthly meeting to review insights and actions
- Success metrics: response rates, action completion rates, feedback-driven improvements
- Budget: tools, headcount, incentives for survey completion
- Continuous improvement: quarterly program review and optimization

## OUTPUT FORMAT
VoC program blueprint with collection strategy, analysis framework, operationalization playbook, governance model, and technology stack recommendations.

## CONSTRAINTS
- Avoid survey fatigue: no customer should receive more than 1 survey per month
- Feedback must lead to action — collecting without acting destroys trust
- Include both structured and unstructured feedback channels
- Design for scale: works with 100 customers and 100,000 customers
- Comply with GDPR and data privacy regulations for feedback data