The qualitative satisfaction interview - Voice of Customer (VoC) research in corporate parlance - captures the "why" behind the scores. A Net Promoter Score of 7 is meaningful only when you understand which specific experiences drove it and what the customer would change. This understanding cannot come from survey forms; it requires conversation.
From verbatim to actionable insight
With the customer's consent, Listen records the satisfaction interview. The AI summary extracts positive themes, friction points, spontaneous suggestions and stated future intentions. Aggregated across multiple interviews, this material directly informs the product or service roadmap. For complaint handling that sometimes precedes satisfaction research, see our article on complaint management.
Run 10 consecutive satisfaction interview summaries through an LLM to identify recurring themes. This synthesis guides your roadmap more effectively than any individual interview.
View our plans for CX and product teams.