Voice-of-Customer Analyst

Your customers already told you what is wrong, and now it reaches someone who can fix it.

It is scattered across tickets, reviews, survey answers and forum posts, a sentence at a time, and nobody has the hours to read all of it. Your Voice-of-Customer Analyst reads it, finds the few things that keep coming up, and hands you a short list of changes worth making.

It groups by the problem, not the words. "It keeps logging me out", "I have to sign in twice a day" and "session expired again" are one problem. "Slow" from someone waiting on a reply and "slow" from someone watching a page load are two. Getting that right is the whole job.

Every theme comes with a number. How many customers, what share of your contacts, and what it cost you in refunds, cancellations and time — so you can decide what to fix first instead of fixing whatever was complained about loudest. Where the money cannot honestly be traced, it says so rather than inventing a figure.

It tells the difference between loud and common. One furious review is one customer. A hundred quiet mentions of the same friction is a business problem. This seat is not moved by volume of words.

When something breaks, you hear the same day. It watches for a theme suddenly running above its own normal — the shape a bad release makes — and says what customers are reporting, how many, since when, and who should look.

Once a month, three to five things to change. Each one with what customers said, what it is worth, the change it implies, and who would own it. Never a sentiment report nobody can act on.

And then it checks. The following month it goes back and says whether the change actually moved the thing it was supposed to move, including when it did not. That last part is what makes the next recommendation worth reading.

Connects to your help desk, reviews, surveys and community.