# OpenMax · Voice of customer evidence worksheet

Editable planning aid, not an approved research protocol, permission to collect data or proof of product capability. Start with the fictional companion files. An empty field is unfinished work, not approval.

**Decision setup**

- Question and decision this analysis supports: [complete]
- Product, versions, period and intended audience: [complete]
- Source owners, allowed purpose, access and retention: [complete]
- Analyst, language reviewers and release approver: [complete]
- Included sources and populations absent from them: [complete]
- Coding definition, version, exclusions and review rule: [complete]

For each selected source, preserve record ID, authorized original location, relevant excerpt or observation, collection context, proposed and reviewed label, reviewer and reason. Do not identify anonymous contributors to fill an account column.

## 1. Customer interviews

- Who was recruited, why, and with what product exposure? [complete]
- What question or prompt preceded the relevant words? [complete]
- Which observation is separate from the interviewer's interpretation? [complete]
- Are repeat sessions and contrasting participants visible in the declared unit? [complete]

## 2. Support tickets

- What are the ticket, thread and permitted source-local account identifiers? [complete]
- Which records are genuine repeat contacts versus verified export duplicates? [complete]
- What are the ticket denominator and separate account denominator? [complete]
- What analytical grouping can be done without changing live tickets? [complete]

## 3. Sales calls

- Is the speaker a prospect, user or other explicitly known role? [complete]
- What sales stage and question shaped the statement? [complete]
- Is this a buyer's statement, salesperson's hypothesis or staff-entered loss reason? [complete]
- Which pre-sale expectation must remain separate from post-sale experience? [complete]

## 4. Product reviews

- What platform, date, version and actual verification status are known? [complete]
- Which repeated text is cross-posted or quoted rather than new evidence? [complete]
- What collection and quotation practices are approved? [complete]
- Which scale or selection differences prevent pooling the ratings? [complete]

## 5. CSAT comments

- What exact interaction, question, scale and response window were rated? [complete]
- How many valid ratings and nonblank optional comments are available? [complete]
- Is the comment about the product, invoice or support interaction? [complete]
- How are invalid ratings and missing comments treated in each denominator? [complete]

## 6. NPS comments

- What question and survey wave produced the valid recommendation scores? [complete]
- What are the promoter, passive and detractor counts across all valid scores? [complete]
- What are the optional-comment base and theme count, reported separately? [complete]
- Would a comment-only filter change the reported score's population? [complete]

## 7. Community discussions

- Which thread, replies, date and explicitly known roles provide context? [complete]
- Is the unit posts, threads or contributors, and where do contributors repeat? [complete]
- Is a workaround proposed, confirmed or unanswered? [complete]
- What community rules and access boundaries restrict reuse? [complete]

## 8. Product feedback forms

- What wording, entry point and product situation triggered the submission? [complete]
- Which distinct underlying needs must survive grouping? [complete]
- Are votes unique, changeable or account-linked, if voting exists? [complete]
- What feasibility check remains before promising the requested feature? [complete]

## 9. Cancellation reasons

- Which options were available, selected or entered by staff? [complete]
- What submissions are missing or incomplete in this source? [complete]
- Which price, clarity and business-context factors coexist? [complete]
- What claim about sole causation or prevented churn is unsupported? [complete]

## 10. Usability research notes

- What task, product version and participant context were used? [complete]
- What behavior was observed, separately from its proposed explanation? [complete]
- What assistance, prompting or prototype limitation affected the session? [complete]
- Which successful and unsuccessful cases will test the proposed change? [complete]

**Finding and action handoff**

- Source-specific numerators, denominators, missingness and formulas: [complete]
- Permitted within-source grouping and unresolved cross-source overlap: [complete]
- Supporting evidence, contrary cases and alternative explanations: [complete]
- Finding and exact claim boundary: [complete]
- Individual service owner, authorization and next check: [complete]
- System improvement owner, proposed test and baseline: [complete]
- Decision, reason, review date and actual result evidence: [complete]
- Quote treatment, allowed audience and downstream correction route: [complete]

Fictional self-check: 47 cross-channel records; the 20-row NPS supplement joins existing N01–N20 IDs, so it does not make 67 records. Support: 4/12 tickets and 2/8 accounts. NPS: full score 30; comment-only subset −25; relevant comments 3/8. Mixed 13/47 is not a customer percentage. Do not average unlike channel percentages.

OpenMax · Editorial worksheet · 2026-09-04.