Design a Voice-of-Customer (VOC) program for [CustomerSegment] in [Region] to monitor service quality and drive corrective actions over [Timeframe]. Define key metrics (CSAT, NPS, On-Time In-Full perception, claim resolution time) and map them to operational KPIs.
Output format:
Survey Schema (question bank with scales, trigger events, and sampling).
Feedback Loop Workflow (intake → triage → assign → resolve → learn) with owners [RoleService], [RoleOps], [RoleSales].
Closed-Loop SLA Table (severity | response | resolution | escalation).
Root Cause Taxonomy linked to operational codes (delay reason, damage class).
Dashboard Wireframe (CSAT trend, verbatim themes, action aging).
Quarterly Insights Report template with actions and measurable impact targets (e.g., +[CSATTarget]).
Ensure bidirectional linkage: VOC issues spawn operational countermeasures; operational changes prompt VOC re-checks. Include privacy and data retention guidelines.