Listen. Understand. Act.
VoC Program Implementation
Most companies collect feedback. Almost none close the loop. We build VoC programs that capture, analyze, and route customer insights to the teams that need them - turning feedback into measurable growth.
Collecting feedback without acting on it is worse than not collecting at all
Survey Fatigue
Low response rates because customers learned their feedback goes nowhere. They stopped caring because you stopped acting - and now your data quality is collapsing.
Data Graveyard
Feedback sits in spreadsheets nobody reads - no routing, no action, no accountability. You're paying for surveys that generate reports that generate nothing.
Missing the Signal
Reading individual responses doesn't scale - you need AI to find patterns across thousands of data points. One angry review is noise. Five hundred saying the same thing is a product decision.
A complete VoC operating system
Survey Strategy
Design NPS, CSAT, CES, and post-purchase surveys with optimal timing, channel selection, and question design for maximum response rates. We build the instruments that generate high-quality signal.
AI-Powered Analysis
Sentiment analysis, theme extraction, and trend detection across all feedback channels to surface patterns humans miss. Our pipeline processes thousands of data points and returns actionable clusters.
Closed-Loop Workflows
Automated routing of insights to product, marketing, CX, and sales teams with clear action triggers and accountability. Every piece of feedback gets assigned, tracked, and resolved.
Executive Dashboard
Real-time VoC dashboard showing NPS trends, theme analysis, competitive mentions, and revenue-correlated insights. Leadership sees the story, teams see the actions.
Every place your customers talk - we listen
NPS & CSAT Surveys
Open-ended survey responses and NPS verbatim comments. We code themes, score sentiment, and surface patterns that correlate with retention and churn.
Post-Purchase Email Surveys
Timed post-purchase surveys that capture the buying experience while it's fresh - why they chose you, what almost stopped them, and what they'd tell a friend.
Support Tickets & Chat Logs
Zendesk, Intercom, and Freshdesk ticket classification, keyword extraction, and sentiment scoring. We find the questions that reveal confusion and the complaints that predict churn.
Online Reviews (G2, Capterra, Trustpilot)
Scraped, cleaned, and analyzed for recurring language patterns, feature mentions, and competitor comparisons. Reviews are the most honest feedback channel you have.
Social Media Mentions
Reddit threads, Twitter/X mentions, LinkedIn comments, and community forums where customers talk about your category honestly - without knowing you're listening.
Sales Call Recordings (Gong)
Call transcript analysis from sales wins and losses. We code objections, buying criteria, and competitor mentions to reveal exactly what's winning and losing deals.
Happy Clients
From feedback to action
Book a VoC program consultation. We'll audit your current feedback collection, identify gaps, and design a program that closes the loop.
- Current feedback collection audit
- Gap analysis across all customer touchpoints
- Recommended VoC program architecture with timeline
Common questions about VoC program implementation
We design and deploy the full VoC stack: survey strategy (NPS, CSAT, CES, post-purchase), distribution channels (email, in-app, SMS), analysis framework (sentiment, theme extraction, trend detection), and closed-loop workflows that route insights to the right teams for action.
A basic NPS program can be live within 2 weeks. A full multi-channel VoC program with AI-powered analysis, closed-loop workflows, and executive dashboards takes 6-8 weeks to implement and tune.
We're platform-agnostic and work with Qualtrics, Medallia, Delighted, Typeform, and custom-built solutions. For analysis, we use our own AI-powered sentiment and theme extraction pipeline that processes feedback at scale and surfaces actionable patterns.