Question 1

What is Voice of Customer (VoC) in SaaS?

Accepted Answer

Voice of Customer (VoC) is a category of product practice that systematically captures what customers want, need, and experience with a product — and feeds that signal back into product decisions. For B2B SaaS, VoC programs typically combine quantitative surveys (PMF score, NPS, CSAT) with qualitative feedback channels (interviews, feedback boards, support tickets) to produce a complete picture of customer sentiment.

Question 2

How does Canviq implement a VoC program?

Accepted Answer

Canviq implements the VoC loop in three steps: capture (PMF surveys deployed via SDK or email), analyze (AI sentiment classification, auto-segmentation, HXC profiler), and act (auto-create GitHub issues from low-score responses, let users vote on a public feedback board). The board shows users that their feedback is being heard and gives founders a prioritized view of what matters most.

Question 3

What is a public feedback board?

Accepted Answer

A public feedback board is a space where your users can submit ideas and problems, vote on submissions from other users, and track status updates as the team works through them. Canviq's feedback board surfaces PMF survey insights as votable submissions, so quantitative survey data and qualitative user requests are visible in a single view.

Question 4

How does Canviq close the loop from feedback to shipped feature?

Accepted Answer

When a user submits feedback or a survey response triggers a low score, Canviq can automatically create a GitHub issue. As the team works on the issue, they update the status in Canviq (Under Review → Planned → In Progress → Shipped). Users who submitted or voted on related feedback receive notifications when the status changes — closing the loop from signal to shipped.

Question 5

What is the difference between VoC, NPS, and PMF?

Accepted Answer

VoC is the overarching program; NPS and PMF are specific measurement instruments within it. NPS (Net Promoter Score) measures loyalty and referral likelihood but does not measure product-market fit directly. PMF (product-market fit), measured by the PMF survey question, specifically assesses whether the product is essential to users — the prerequisite for sustainable growth. Canviq implements the PMF instrument as the primary signal in its VoC program, supplemented by free-text feedback and the public voting board.

Voice of customer that closes the loop automatically

Voice of customer that
closes the loop automatically