Voice of Customer
Customer Feedback Programme — Building a Voice-of-Customer Process
Xyicon
2025–2026
End-to-end
Company-wide customer-feedback programme — designed, run and reported
The situation
Narain designed and executed a company-wide customer feedback survey to create a clearer view of customer sentiment and improvement priorities.
My responsibility
He designed the survey and measurement areas, structured questions, executed the survey, analysed responses, identified themes, and presented insights and recommendations to senior management.
The approach
Define the measurement areas: NPS, product satisfaction, Customer Success support, implementation timeliness and knowledge management.
Structure the survey and collect feedback.
Analyse sentiment and identify patterns.
Convert findings into recommendations for senior management.
The result
Established a more formal customer-feedback mechanism and gave management structured customer sentiment and recommendations.
What this demonstrates
“I don’t view customer feedback as data collection. The value is in converting customer sentiment into decisions and improvements.”
Looking for someone who can connect customers, operations and delivery?
I bring customer-facing ownership, commercial awareness and structured operational thinking to complex B2B environments.