VOC Analysis for Beginners: Sort Inquiries and Reviews by Type and Mood, Then Pick What to Fix

Marketing & Sales

VOC Analysis for Beginners: Sort Inquiries and Reviews by Type and Mood, Then Pick What to Fix

A support team of 4 to 6 uses this VOC analysis for beginners template once a month to count customer voices from inquiries and reviews and decide what to fix and how to reply. On the four whiteboard pages you set the period and sources and copy each voice onto its own note, move the notes into a table of five types (product, usage, delivery, service, pricing) by three moods (complaint, request, praise) and count them, pick this month's voices to fix on a count-by-depth matrix, and set the reply flow with owners and due dates. The task board has five columns - voices collected, sorting, being fixed, replied, and check next month - with four parent tasks, one per page, and three subtasks each. You only move notes in a fixed table and count by eye, so no VOC experience is needed, and repeating it monthly shows whether your fixes reduced complaints. Agree at the start to copy the customer's own words and never copy names or contact details.

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VOC analysis voice of the customer support inquiries review analysis customer support
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① Collection period and sources (star... ② Rules for copying voices ③ Voices copied from inquiries ④ Voices from reviews and counter notes ⑥ Type by mood table (move the notes ... ⑦ Frequent voices (top 3 complaints a... ⑧ Heavy voices (few, but a deep problem) ⑨ Happy voices (what to keep doing) ⑩ Count by depth (place ⑦ and ⑧ first... Few voices, deep problem Many voices, deep problem Few voices, shallow problem Many voices, shallow problem ⑪ Voices to fix this month ⑫ Voices to reply to only ⑬ Voices to keep watching ⑭ Why these voices were chosen to fix ⑮ Reply flow (use it for the voices i... ⑯ Owners and replies table (fill in f... ⑰ What to check in next month's count VOC Inquiry and R... How to use (4 pag... Praise and decisions Rules and owners Complaints and pain Requests and insi... 1/4 Set the period an... Ctrl+F / ⌘F : 2/4... → 2/4 2/4 Count by type and... ↙ 3/4 Collection periode.g. Oct 1 to Oct 31, one month(include voices that arrive mid-period) Sources of voicese.g. contact form, shop reviews, phone and counter notes Count date and ownerCount date: __/__Owner: ____ (copies the voices) One voice per note Copy the customer's words as they are, without rephrasing Never copy names, contact details, or order numbers e.g. write "The box arrived crushed" and add (review) as the source e.g. "I cannot find the setup steps in the manual" (inquiry) e.g. "Five days after ordering, it still has not arrived" (inquiry) e.g. "The phone agent explained it kindly, which helped" (phone note) Keep adding copied voices here e.g. "The box arrived crushed" (review) e.g. "I would buy another one in a different color" (review) e.g. "Shipping was so high I almost did not buy" (counter note) Keep adding copied voices here ⑤ Types of voices... Customer voices Product e.g. broken, not what I expected Delivery e.g. arrived late, box was crushed Pricing e.g. high shipping, few payment methods Usage e.g. cannot set it up, not enough guidance Service e.g. slow reply, clear explanation Complaint Request Praise Product e.g. 4 broken on arrival e.g. 2 want other colors e.g. 5 sturdy and long lasting Usage e.g. 7 cannot set it up e.g. 3 want a video guide e.g. 1 helpful manual Delivery e.g. 6 box was crushed e.g. 1 want to pick a time slot e.g. 2 arrived early Service e.g. 2 slow reply e.g. 1 want to ask by chat e.g. 4 clear explanation Pricing e.g. 5 high shipping e.g. 2 want to pay later e.g. 0 e.g. Usage × Complaint, 7 "cannot set it up" e.g. Delivery × Complaint, 6 "box was crushed" e.g. Pricing × Complaint, 5 "high shipping" e.g. Product × Complaint, 1 "did not work the day it came" e.g. Service × Complaint, 2 "reply took a week" Pick voices where the customer could not use it or lost money e.g. Product × Praise, 5 "sturdy and long lasting" e.g. Service × Praise, 4 "clear explanation" Share what to keep doing with the whole team 3/4 Pick the voices t... → 4/4 4/4 Fix and reply 縦軸: Depth of the ... e.g. did not work the day it came. Even one voice means the customer cannot use it, so fix it this month or reply right away. e.g. cannot set it up, 7 voices. Fix this first this month. Set the owner and due date on page 4. e.g. want to pay later, 2 voices. Keep watching this month, and review it if it comes up again next month. e.g. high shipping, 5 voices. Do not change the system yet. Answer with a reply and a note in the FAQ. e.g. cannot set it up (usage, 7) e.g. box was crushed (delivery, 6) e.g. did not work the day it came (product, 1) Keep it to what the team can finish this month e.g. high shipping (pricing, 5) e.g. want to ask by chat (service, 1) Write one standard answer e.g. tell them "Shipping is free from $35" e.g. want to pay later (pricing, 2) e.g. want to pick a delivery slot (delivery, 1) Review if the same voice appears next month Put unsure voices here too and write why on ⑭ Selection rulee.g. Fix every many-and-deep voice, and fix few-voice ones only if the customer could not use the product Reason for choosinge.g. It has the most voices and takes the most time in inquiry handling Voices skipped and whye.g. Want to pay later. Only 2 voices and it takes time to fix, so review next month ReceiveWhen you receive a voicee.g. Reply the same day with "We are checking" InvestigateFind out why it happenede.g. Check in the table how many voices are the same FixFix the quality or the way you responde.g. Add one page of setup steps to the manual ReplyReply to the customere.g. Tell them what you fixed and the date RecordWrite down the resulte.g. Write the reply date and later voices on ⑰ What to fix Owner and due date Who replies Reply due date Voice to fix 1 e.g. add setup steps to the manual e.g. Owner: ____ / by Nov 10 e.g. Owner: ____ e.g. by Nov 12 Voice to fix 2 e.g. change how the box is packed e.g. Owner: ____ / by Nov 5 e.g. Owner: ____ e.g. by Nov 7 Voice to fix 3 e.g. find out why it did not work e.g. Owner: ____ / by Nov 3 e.g. Owner: ____ e.g. by Nov 4 Reply-only voice e.g. no fix, answer with a reply e.g. none e.g. Owner: ____ e.g. within 2 days of the voice Counts to comparee.g. Delivery × Complaint "box was crushed", 6 → down to 2 or fewer? Voices after replyinge.g. Did the customers we replied to send thanks or order again? Next count date and ownerCount date: __/__Owner: ____ (read this note before you start counting) → 2/4 Count by type and... ↙ 3/4 Pick the voices t... → 4/4 Fix and reply
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Task board contents

Voices collected 16 items

Set up collection
Count the voices
Pick voices to fix
Fix and reply
Set period, sources
Copy one voice each
Check voice types
Move notes to table
Write cell counts
List key voices
Place voices in map
Fix, reply, or watch
Write your reasons
Plan the reply flow
Set owners and dates
Plan next check

Sorting 0 items

Being fixed 0 items

Replied 0 items

Check next month 0 items

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