{
 "id": "16.3",
 "title": "Voice of the customer",
 "department": "Research and insights",
 "department_slug": "research-and-insights",
 "direction": null,
 "branded": false,
 "status": "draft",
 "owner": "Param",
 "last_verified": "Mon Oct 26",
 "holds": "Themes across calls and feedback, in their words",
 "urls": {
  "html": "https://handbook.joinsquareup.com/research-and-insights/voice-of-the-customer",
  "markdown": "https://handbook.joinsquareup.com/research-and-insights/voice-of-the-customer.md",
  "json": "https://handbook.joinsquareup.com/research-and-insights/voice-of-the-customer.json"
 },
 "other_directions": [],
 "tldr": {
  "headline": "No partner words on record yet, so no theme is customer voice",
  "points": [
   {
    "icon": "chat",
    "text": "Every job and worry wording in the old book is Sample, awaiting real words."
   },
   {
    "icon": "people",
    "text": "The feedback log has 5 partner rows, all actions and none quotes."
   },
   {
    "icon": "eye",
    "text": "Our team's themes sit in their own section, so taste is never sold as voice."
   },
   {
    "icon": "check",
    "text": "A theme needs words from at least two partners to count as a partner theme."
   },
   {
    "icon": "heart",
    "text": "Card notes and Not for me are collected but nobody reads them yet."
   }
  ],
  "stat": {
   "value": "5",
   "label": "partner rows, all actions"
  },
  "decide": "Who reads the card notes every week?",
  "mood": "waiting"
 },
 "sources": [
  "brand-directions/book/content/b.js:265-327 b-4 main-job, jobs-by-person, small-jobs",
  "handbook: product/partner-feedback-log.md, product/jobs-to-be-done.md, product/personas.md",
  "memory: brew-absorb-all-learnings, brew-audit-2026-10-15, brew-go-live-2026-10-17, brew-live-stores, brew-prototype-repo",
  "brew origin/main a559de6: feed-service.js:1274, feed-service.js:2056, public/app.js:2037"
 ],
 "open_questions": [
  "**May we quote partners by name inside the handbook?** Proposal: yes, inside only; never outside without written permission.",
  "**Who reads card notes each week?** Proposal: Sai, every Monday, for the five partners.",
  "**Should Param's testing keep its own section?** Proposal: yes, labelled our team, until partner words outnumber it."
 ],
 "parts": {
  "Answer": "Themes across partner calls and feedback, in their own words; no partner words are on record yet, so the themes below are our own team's, mostly Param testing as a stand in founder, and they must never be quoted as customer voice.",
  "Today": "### Partner words on record\n\n- None. Every job and worry wording in the old book is Sample, to be replaced with real words given with permission [src: brand-directions/book/content/b.js:281-301]\n- The feedback log holds 5 partner rows and all are actions, not quotes [src: handbook product/partner-feedback-log.md]\n\n### What partners did, which speaks for them\n\n| Date | Partner | What they did | Source |\n|---|---|---|---|\n| 15 Oct | Arata | Agreed its team notes may stay public on the demo | [src: memory brew-audit-2026-10-15] |\n| 19 Oct | Arata | Uploaded an audit and a campaign plan for the feed to work to | [src: memory brew-absorb-all-learnings] |\n| 22 to 23 Oct | Arata | Connected Meta Ads and Shopify, the only partner with real accounts | [src: handbook product/partner-feedback-log.md] |\n\n### Our team's themes, from the feedback log\n\nOur classification of the team rows in the feedback log, with each row's date; one row can sit in two themes.\n\n| Theme | Rows, by date | Source |\n|---|---|---|\n| Every number and claim must be true and proven | 14, 16, 19 four times, 20, 23 and 25 Oct | [src: handbook product/partner-feedback-log.md] |\n| Pages must be simple and look finished | 14, 16, 18, 19 three times, 20, 25 three times and 26 Oct | [src: handbook product/partner-feedback-log.md] |\n| A making button must make the thing the card names | 17, 19 twice, 20, 23 and 24 Oct | [src: handbook product/partner-feedback-log.md] |\n| The feed must be specific and stay fresh | 16, 19 three times and 22 Oct | [src: handbook product/partner-feedback-log.md] |\n| Keep the brand's data and connections safe | 22 and 23 Oct twice | [src: handbook product/partner-feedback-log.md] |\n\n### Param's own words, dated\n\n| Date | Words | Source |\n|---|---|---|\n| 15 Oct | \"we are not building the product, we are building a realistic prototype\" | [src: memory brew-prototype-repo] |\n| 17 Oct | On Make our version: \"first understands what those creatives/ads are, uses the same angles and hooks and styles, our products in a very similar style\" | [src: memory brew-go-live-2026-10-17] |\n| 19 Oct | \"the goal is whatever their learnings are from the real world - we absorb it as context and populate the much richer feed, just for them\" | [src: memory brew-absorb-all-learnings] |\n\n### Where the product already collects their voice\n\n- Not for me on every card page, and a written note on a card, saved per brand [src: brew/public/app.js:2037] [src: brew/feed-service.js:2056]\n- The engine view counts card feedback with the target \"Read by the Brew team weekly\"; no one is assigned to read it [src: brew/feed-service.js:1274]",
  "Tomorrow": "| Item | Version | Tag | Notes |\n|---|---|---|---|\n| Partner quotes, with permission, under each theme | v1 | New | From the weekly calls |\n| Sample job wording replaced by partners' words | v1 | Changes | In [Jobs to be done](/product/jobs-to-be-done) and [Personas](/product/personas) |\n| Card notes and Not for me read each week into this page | v1 | New | One line per theme that moved |\n| Our team's themes kept in their own section, apart from partners | v1 | Stays | So team taste is never sold as customer voice |",
  "How we do it": "1. Each week, read new rows in the [interview and call library](/research-and-insights/interview-and-call-library) and the [feedback log](/product/partner-feedback-log).\n2. Put each quote under one theme, with the date, who and \"with permission\".\n3. Read the card notes for the five partners in the engine view and add any repeated point as a theme row.\n4. A theme needs words from at least two partners before it is called a partner theme.",
  "Numbers": "| Metric | Definition | Where measured | Status |\n|---|---|---|---|\n| Partner quotes | Quotes with permission on this page | This page | 0 today |\n| Partners quoted | Partners with at least one quote | This page | Proposed; target all five |\n| Card notes | Written notes plus Not for me per brand | Engine view, feed-service.js metrics | Measured in the build; not read yet |",
  "Open": "1. **May we quote partners by name inside the handbook?** Proposal: yes, inside only; never outside without written permission.\n2. **Who reads card notes each week?** Proposal: Sai, every Monday, for the five partners.\n3. **Should Param's testing keep its own section?** Proposal: yes, labelled our team, until partner words outnumber it."
 }
}