VoC Template Generator

A Voice of Customer program is a systematic approach to capturing, analyzing, and acting on customer feedback. It combines multiple channels (surveys, interviews, support tickets, reviews) to understand customer needs, preferences, and pain points across the entire customer journey.

A survey is one channel within a VoC program. A VoC program is a comprehensive strategy that includes defining target segments, selecting multiple feedback touchpoints, designing both quantitative (surveys) and qualitative (conversations) research, and establishing a cadence for ongoing analysis and action.

For surveys, aim for statistical significance: typically 100+ responses per segment. For qualitative conversations, 15-20 interviews per segment usually reveal most themes. Start small, and expand coverage as you build the program. The key is consistency over volume.

Surveys provide quantitative data that is easy to track over time. Conversations reveal the stories and emotions behind the numbers. A one-word survey answer like 'pricing' does not tell you what specifically about pricing was the issue. A five-minute conversation does. The best VoC programs use both.

Event-driven feedback (post-purchase, post-cancellation) should be continuous. Relationship surveys (NPS, satisfaction) work well quarterly. Strategic research (competitive intelligence, product discovery) can be bi-annual. The template includes recommended cadences for each configuration.

Collecting feedback and not acting on it. The second biggest mistake is relying solely on surveys with low response rates. When only 8-15% of customers respond to surveys, you are making decisions based on a small, self-selected sample. Combining surveys with AI-powered conversations dramatically increases coverage.

Yes. The template is a starting point. Copy it to your clipboard or download it as a text file, then customize the questions, segments, and cadence to fit your specific business context. We recommend piloting with one segment before rolling out the full program.