Voice of employee

Voice of customer is the discipline of turning reviews, support tickets, surveys, and conversations into operational decisions. The distinguishing feature of a working programme is the closed loop: findings reach the team that can fix the cause, and the resulting change is measured against contact volume.

Closed loop feedback is the practice of acting on individual customer feedback and reporting back to the customer about what changed as a result. It operates on two levels. The inner loop is where a team responds directly to the customer who gave the feedback, typically within a defined service window. The outer loop is where the underlying theme is routed to whichever team can address the root cause. Closing the loop requires three things: a named owner, a deadline, and a reply to the customer. OnClarity’s Voice of Customer pushes daily reports, feedback topics and bug insights into Slack so themes reach the right owner without manual handoff.

A verbatim is a customer’s exact words, kept unedited as evidence in voice-of-customer reporting. Verbatims carry the specificity that aggregate scores strip out, which is why they persuade product and executive audiences when a percentage change on a dashboard cannot do so on its own.