# Voice of Customer Analysis — Quality Checklist

## Scope and Objectives (5 items)
- [ ] Product or brand scope clearly defined
- [ ] Time period specified and justified
- [ ] All relevant feedback channels identified
- [ ] Primary research questions documented
- [ ] Stakeholder audience and deliverable format agreed

## Data Collection (7 items)
- [ ] Minimum 3 feedback channels included
- [ ] Total sample size sufficient for statistical relevance (100+ items minimum)
- [ ] Data normalized with source, date, and rating fields
- [ ] Channel-specific biases documented
- [ ] Duplicate feedback deduplicated across channels
- [ ] Customer segment information captured where available
- [ ] Date range consistent across all sources

## Categorization (6 items)
- [ ] Hierarchical taxonomy with at least 2 levels
- [ ] Categories are mutually exclusive at each level
- [ ] Multi-tagging allowed for cross-cutting themes
- [ ] Category definitions documented for consistency
- [ ] Minimum 10 categories at Level 2
- [ ] Uncategorized items below 5% of total

## Sentiment Analysis (7 items)
- [ ] Aspect-level sentiment applied (not just document-level)
- [ ] 5-point intensity scale used consistently
- [ ] Sarcasm and irony handled appropriately
- [ ] Star rating vs. text mismatches resolved using text
- [ ] Calibration performed on initial set of 20+ items
- [ ] Edge case decisions documented as precedents
- [ ] Sentiment aggregated with recency weighting

## Insight Quality (8 items)
- [ ] Every theme quantified with frequency percentage
- [ ] Trend direction indicated for each major theme
- [ ] Representative verbatim quotes selected for each theme
- [ ] Positive themes included (not just problems)
- [ ] Competitive mentions tracked systematically
- [ ] Emerging themes (new in last 30 days) flagged separately
- [ ] Insights cross-referenced across channels for validation
- [ ] Statistical significance considered for low-frequency themes

## Prioritization (5 items)
- [ ] Priority scoring uses multiple dimensions (frequency, severity, revenue impact)
- [ ] Revenue impact estimated with supporting logic
- [ ] Effort/complexity factored into implementation priority
- [ ] Quick wins identified separately from strategic initiatives
- [ ] Prioritization reviewed with stakeholders before action planning

## Action Mapping (6 items)
- [ ] Every critical and high-priority insight has a specific action
- [ ] Actions assigned to specific teams or owners
- [ ] Timelines defined (immediate, short-term, strategic)
- [ ] Success metrics specified for each action
- [ ] Customer language bank compiled for marketing team
- [ ] Review response improvements included where applicable

## Monitoring Framework (4 items)
- [ ] Ongoing KPIs defined and tracking mechanism established
- [ ] Alert thresholds set for critical themes
- [ ] Review cadence documented (weekly, monthly, quarterly)
- [ ] Feedback loop designed to measure impact of implemented changes