Voice of Customer Dashboard
Feedback Channel Attribution & Loyalty Driver Analysis — Lumos Retail
Period: Last 90 Days
•
4.2M Active Customers
•
$180M ARR
Channel Predictive Validity
0.78
Feedback-to-Action Rate
67%
Referral Attribution Rate
42%
Avg Loyalty Lag (days)
18
Theme Attribution Accuracy
89%
Channel Predictive Validity vs. Response Volume
Insight: Post-Purchase Email shows highest predictive validity (0.91) despite moderate volume. In-App Feedback generates high volume but lower validity (0.68).
Loyalty Driver Importance-Performance Matrix
Cross-Channel Consistency Score
VoC Channel ROI Analysis (90 Days)
Loyalty Behavior Lag by Channel (Days from Feedback to Action)
Channel Attribution Waterfall — CLV Impact
Channel-Segment Loyalty Attribution Table
| Channel |
High-Value |
Mid-Value |
New Customer |
At-Risk |
Weighted Avg |
| Post-Purchase Email |
0.94 |
0.88 |
0.82 |
0.76 |
0.91 |
| In-Store Survey |
0.91 |
0.87 |
0.79 |
0.72 |
0.86 |
| CSAT Follow-up |
0.84 |
0.83 |
0.81 |
0.89 |
0.84 |
| Support Ticket |
0.78 |
0.81 |
0.73 |
0.85 |
0.79 |
| Social Media |
0.69 |
0.74 |
0.71 |
0.67 |
0.71 |
| In-App Feedback |
0.72 |
0.68 |
0.66 |
0.61 |
0.68 |
| Website Popup |
0.58 |
0.63 |
0.59 |
0.54 |
0.59 |
Key Takeaway: Post-Purchase Email consistently delivers highest validity across segments. CSAT Follow-up excels with At-Risk customers (0.89).
Segment Loyalty Elasticity by Channel