Central VOCA Pipeline
All feedback in one place.
We ingested reviews, social comments and ticket notes into a single VOCA-ready dataset, tagged by product, channel and timeframe.
Case Study · D2C | VOCA & Churn
How a D2C brand used Voice of Customer Analytics to uncover hidden churn drivers buried inside “okay-looking” ratings.
A fast-growing D2C brand saw stable 4-star average ratings, but support tickets and cancellations were climbing. Classic metrics said “things are okay”.
Leadership suspected something was off, but there was no structured way to listen to what customers were really saying across channels.
All feedback in one place.
We ingested reviews, social comments and ticket notes into a single VOCA-ready dataset, tagged by product, channel and timeframe.
Beyond just positive / negative.
Models identified sentiment, emotion (anger, fear, trust, joy) and top themes so the brand could see which issues hurt experience the most.
From insight to backlog.
We translated insights into prioritized product and CX actions: packaging, delivery communication and sizing information came at the top.
Addressing top 3 issues identified by VOCA delivered measurable churn reduction within key segments.
Product and ops teams knew exactly which SKUs and flows triggered disproportionate frustration.
VOCA dashboards gave the team a live view into how sentiment evolved after each change or new launch.
We can plug VOCA into your current review, chat and social data to surface the real churn drivers.
