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Customer Feedback Review

Process for collecting, analyzing, and acting on customer feedback at scale.

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Customer Feedback Review
Duration:1 week
Roles:Customer Success Manager, Product Manager, Support Lead
Cadence:Monthly
GeneralSimple

Steps

  1. 1

    Aggregate feedback

    Pull feedback from surveys, support tickets, reviews, and calls.

  2. 2

    Categorize themes

    Group feedback into categories (bugs, feature requests, UX, pricing).

  3. 3

    Quantify impact

    Count occurrences and estimate revenue/churn impact per theme.

  4. 4

    Identify top issues

    Rank the top 5 issues by frequency and business impact.

  5. 5

    Create action items

    Assign specific action items to product, engineering, or support.

  6. 6

    Share insights

    Distribute a summary report to leadership and relevant teams.

  7. 7

    Follow up with customers

    Close the loop with customers whose feedback led to changes.

Customize this template

This template is a starting point. Customize steps, owners, deadlines, and proof requirements to match your exact workflow.

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