Peak Voice of Customer

How do I get customer feedback into Peak Voice of Customer?

Under “Import feedback”, choose the type of source (tickets, reviews, survey …), upload a CSV or JSON file or paste text: a table with a header row or one paragraph per statement. The preview shows which columns were recognized. The same IDs from the same source are never imported twice.

1. 01Open Peak Voice of Customer and click “Import feedback”.
2. 02Choose the type of source and add the file or text.
3. 03Check the preview and click “Import feedback”.

How do I ask my customer feedback a question?

In Pulse under “Ask your customer feedback”, for example “Why are customers canceling right now?”. The answer comes only from your feedback, with count, period, sources, segments, confidence and what's missing in the data. “View all evidence” shows exactly the feedback behind it. If a question doesn't fit the data, Peak says so instead of guessing.

How do I find specific customer feedback?

Under Voices, with search in plain language, such as “complaints about delivery from B2B customers since March”. Each recognized part becomes a filter you can remove again. “Save as collection” stores the search as a collection.

How do I rename a topic or merge two topics?

In the topic view under “Adjust classification”. “Rename” gives the topic your name, and “Use Peak's name” brings back the old one. “Merge with …” moves the feedback to another topic. Names and merges apply to the whole workspace; the quotes stay unchanged. You undo a merge on the target topic.

A piece of feedback is in the wrong topic. How do I change that?

Under Voices, choose the right topic for that feedback under “Topic of this feedback”. “Topic: automatic” hands the classification back to Peak. Feedback without a topic collects in the Voice Inbox, available via “Open inbox” in Pulse.

How do I turn a customer topic into a task?

In the topic view under “Task in Peak Work”. Enter a title, optionally choose a product, then “Create task”. It's a normal Peak Work task and appears in Tasks, Board and Day.

How do I turn positive feedback into proof for Peak Proof?

Under Voices, on the feedback, choose “Send to Peak Proof as proof”. There you check rights and approval; nothing is published automatically. Feedback about competitors can't be handed over.

How do I import reviews about competitors?

Add the competitor under Market and select them during import under “The feedback is about”. Alternatively, the file has a “Competitor” column. Market then shows share of voice, the matrix by topic, switching and white spaces, always with the number of feedback items behind it.

1. 01Open Market and enter the name under “Add competitor”.
2. 02Open “Import market feedback” and choose the competitor.
3. 03Upload the reviews and import them.

How is a theme's opportunity score calculated?

The score (0–100) adds up visible points: how many customers mention the theme, how much customer value is behind it, how serious the statements are, whether the theme is growing, how many types of source it comes from and whether it affects strategic segments. Clicking the score shows every point. Duplicate statements from the same person count once. The score is recalculated on every load and never stored.

Where do audiences and personas come from?

Segments come from columns in your sources (such as segment or plan) or are calculated by Peak (such as the top fifth by customer value). A persona is only created from eight voices and is then called “Composite persona, synthesized from N voices”. Every attribute says whether it comes from the source, is calculated or is estimated by Peak. Nothing is made up.

How do I delete a piece of customer feedback?

Under Voices, every entry has “Delete”. After a confirmation, it's removed from all analyses. “Exclude” keeps it stored, but it no longer counts anywhere. If the setting is on, Peak hides email addresses, phone numbers and IBANs in quotes.

How do I see whether a change has landed with customers?

In the topic view under “Did a change work?”. Enter the date of the change, and Peak compares the feedback before and after. It shows a correlation, not proof. Under 20 feedback items per side, it's only a tendency.

The import reports “No statements found” or the file is too large.

Import accepts CSV, TSV or JSON up to 3 MB and at most 20,000 feedback items at once. Pasted text needs a table with a header row or one paragraph per statement; a file needs a column for the text. Split large exports into several files.