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Customer SupportUpdated 4/17/2025·1,588 views

Voice of Customer Review

Quick answer

Monthly VOC review meeting reads survey verbatims and picks 3 improvements.

Full procedure

  1. 1Review the Voice of Customer Review standard on the department portal before you begin.
  2. 2Confirm you have the required access, PPE, or tooling for the task.
  3. 3Monthly VOC review meeting reads survey verbatims and picks 3 improvements.
  4. 4Complete each step in sequence — do not skip or reorder.
  5. 5Record completion in the system of record (log, ticket, or checklist).
  6. 6Escalate any deviation from the standard through the escalation path.
  7. 7Debrief the team lead at handoff on anything unusual.

Common mistakes & exceptions

  • Skipping the WMS/system logging step — every action must have a system record.
  • Not photographing exceptions before escalating.
  • Assuming verbal approval is enough — always capture the ticket or form ID.

Escalation path & subject matter expert

Escalate to
Customer Support Shift Lead
Ext. 4128 · Slack #customer-support
Subject matter expert
Priya R. — Customer Support

Frequently asked questions

Required forms

  • Voice of Customer Review Log
    CS-413

My private notes

vocvoicecustomerreviewcustomer supportproceduresopatlas

Revision history

  1. 2025-04-17
    Version 2.6 republished by Owen Fitzgerald.
  2. 2026-09-04
    Reviewed for annual compliance.
  3. 2024-11-04
    Initial publication.
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