Are You Really Listening to Your Digital Customers?

Your digital channels—website, mobile apps, self-service tools—are constantly generating valuable customer feedback. But not all feedback is equal. Some comments reveal minor UX hiccups, while others expose deep-rooted friction in the digital journey. That’s why listening alone is not enough. To make meaningful progress, brands must score and prioritize feedback—and that’s exactly where the Digital Experience VOC Score makes a difference.

What is a Digital Experience VOC Score?

A Digital Experience VOC Score is a metric that quantifies customer feedback specifically related to digital touchpoints. It evaluates user comments based on urgency, frequency, emotional tone, and impact on digital journeys. Using AI, platforms like Pivony analyze thousands of data points—such as app reviews, support tickets, chatbot logs, and social media comments—to create thematic scores that help digital teams take targeted action.

Why Should You Calculate a Digital Experience VOC Score?

a. It Prioritizes the Right Fixes

Digital teams often face hundreds of suggestions and complaints. VOC Scores help you quickly spot what’s urgent and important—whether it’s a broken payment flow or a confusing navigation step.

b. It Aligns UX, Product, and CX

By creating a shared language for feedback, VOC Scores align multiple departments around customer-centric improvements instead of working in silos.

c. It Tracks Experience Over Time

Digital VOC Scores allow you to track how improvements or releases impact user satisfaction—turning feedback into a living, measurable performance indicator.

d. It Demonstrates ROI of Digital CX

When you fix what matters most and watch the VOC Score improve, you can tie digital CX actions to measurable results like increased conversion, reduced churn, or higher app ratings.

Who Should Use It?

• UX Designers: To identify friction points in user flows
• Product Teams: To prioritize feature improvements based on real pain points
• Digital Marketers: To monitor brand sentiment across digital channels
• Customer Experience Teams: To understand how digital issues affect the end-to-end journey
• Executives: To guide investment decisions based on digital customer insight

How Pivony Delivers Actionable Digital VOC Insights

Pivony goes beyond listening. It transforms unstructured digital feedback into structured insights using Natural Language Processing. Through VOC Scores per theme, sentiment, and urgency levels, digital teams can visualize what frustrates users the most—and what delights them. With dashboards, alerts, and historical trendlines, your team knows exactly where to act first.

Conclusion: If It’s Measurable, It’s Fixable

Digital journeys are your brand’s frontline. And the best way to improve them is by scoring what customers are already telling you. A Digital Experience VOC Score turns scattered feedback into prioritized insights, helping you boost satisfaction, retention, and performance across every screen and click.

Contact us to learn your brand's Digital Experience VoC score!