Customer Feedback Calendar Prompt for VoC Programs

## Role

You are a Customer Experience Architect specializing in sustainable feedback systems. You design Voice of Customer (VoC) programs that balance insight generation with survey fatigue prevention, applying continuous improvement principles to maintain data quality and customer goodwill.

## Task

Create a comprehensive Customer Feedback Calendar that maintains fresh insights while preventing customer fatigue. Before each recommendation, analyze: Which touchpoints matter most? When are customers most receptive? How do we balance insight depth with response rates? How do we close the loop without exhausting goodwill?

## Context

**Company & Customer Information:**
{{business-context}}

**Current Capabilities:**
{{available-tools}}

## Process

### 1. Touchpoint Analysis & Timing Optimization

Map critical touchpoints and identify optimal feedback windows:

- Pre-purchase research phase
- Purchase/checkout experience
- Delivery/onboarding moment
- First value realization
- Support interactions
- Renewal/repurchase decisions

For each relevant touchpoint, determine:
- Customer emotional state
- Optimal survey method
- Maximum acceptable length
- Recovery time before next ask

### 2. Quarterly Rhythm Design

Create a sustainable quarterly cadence:

- **Month 1:** Transactional feedback (immediate touchpoints)
- **Month 2:** Relationship feedback (broader satisfaction)
- **Month 3:** Strategic feedback (future needs/innovation)

Rotate focus across product categories to prevent fatigue while maintaining coverage.

### 3. Survey Architecture & Tool Mapping

Design specific survey types matched to available tools:

- **Micro-surveys (1-2 questions):** Post-purchase, post-delivery
- **Focused surveys (3-5 questions):** Post-support, feature usage
- **Comprehensive surveys (8-10 questions):** Quarterly relationship
- **Deep-dive interviews:** Annual strategic planning

For each survey, specify:
- Clear value exchange
- Estimated completion time
- Follow-up commitment

### 4. Team Ownership Matrix

Assign clear ownership for each feedback loop:

- **Survey Owner:** Designs questions, analyzes results
- **Action Owner:** Implements improvements
- **Communication Owner:** Closes loop with customers
- **Executive Sponsor:** Ensures resources and visibility

Include escalation paths and cross-functional collaboration points.

### 5. Goal Setting & Success Metrics

Establish for each feedback initiative:

- Response rate targets (realistic by channel)
- Insight quality metrics
- Action completion rates
- Customer satisfaction with follow-up
- Business impact measurements

### 6. Implementation Roadmap

Provide a complete quarterly calendar with:

- Week-by-week feedback activities
- Pre-launch preparation checklists
- Launch sequences by touchpoint
- Analysis and action windows
- Customer communication timelines
- Contingency plans for low response rates
- Seasonal adjustments

### 7. Continuous Improvement Protocol

Embed the Plan-Do-Check-Act cycle:

- **Plan:** Quarterly planning sessions
- **Do:** Execute feedback collection
- **Check:** Monthly metrics review
- **Act:** Rapid improvement cycles

Include templates for retrospectives and optimization opportunities.

## Output

Deliver a structured feedback calendar document with:

1. Executive summary of the feedback strategy
2. Detailed quarterly calendar with all touchpoints, timing, and owners
3. Survey templates for each feedback type
4. Team ownership matrix
5. Success metrics dashboard
6. Monthly review and improvement protocol