Explore the Samsung Food Voice of Customer Template!

Hi everyone 👋🏻! I’m Charlotte, the head of Customer Success at Samsung Food. Each month, I create this Voice of Customer report to deliver valuable insights straight from our customers to the entire organization.

I hope you find this template both informative and useful!

Voice of Customer at Samsung Food

At Samsung Food, our mission is to provide insights that are both contextualized and actionable.

• Contextualized to reduce interpretation bias and deliver clear, relevant insights.
• Actionable to guide our priorities across feature development, improvements, bug fixes, QA practices, and more.

Samsung Food VoC Methodology

Whisk Taxonomy

We’ve developed a robust taxonomy to tag inquiries in Zendesk with various variables—Channels (where our inquiries originate), Features, Inquiry Types, and sub-types. This structured approach allows us to slice and dice our data consistently and add context.

However, as new themes emerge, our taxonomy must be updated to track these developments accurately. This update applies only to future inquiries, which we’ll continue to refine while Enterpret’s NLP and features evolve.

Enterpret NLP

This is an ongoing effort. Both Whisk and Enterpret are continuously refining their data and features to enhance their utility. Currently, we leverage Enterpret’s ‘Reasons’ feature to detect sentiment and emerging trends.

Report Overview

Our report is organized into the following sections:

• Volume of Sources and Feedback
• Top Emerging Themes
• Top Features and Inquiry Types
• User Sentiment
• App Store and Play Store Ratings
• NPS

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This Voice of Customer template is designed to empower every team at Samsung Food with the insights they need to make data-driven decisions. By staying attuned to our customers' needs and emerging trends, we ensure that our product continues to evolve and deliver exceptional experiences. Let’s leverage these insights to drive innovation and keep our customers at the heart of everything we do.