CRO · Toolkit · Intermediate · Saves 40+ hours
Customer Feedback System
A system for collecting and acting on customer feedback.
What's included
- Feedback channels
- Collection methodology
- Analysis framework
- Routing process
- Action tracking
- Closed-loop communication
Best used when
- Building feedback program
- Improving customer experience
- Routing feedback to teams
- Closing the feedback loop
The template
The Template
FEEDBACK COLLECTION
Feedback Channels
FEEDBACK COLLECTION SYSTEM
PROACTIVE CHANNELS:
☐ NPS surveys (quarterly)
☐ CSAT (post-interaction)
☐ QBR feedback
☐ Product surveys
☐ Onboarding surveys
REACTIVE CHANNELS:
☐ Support tickets
☐ CSM conversations
☐ Community posts
☐ Social mentions
☐ G2/Capterra reviews
COLLECTION SCHEDULE:
NPS: Quarterly
CSAT: Continuous
QBR feedback: Per QBR
Product: Per release
Onboarding: Day 30/60/90
Feedback Routing Matrix
| Type | Route To | SLA | Action |
|---|---|---|---|
| Product request | Product | 1 week | Triage |
| Bug report | Engineering | 24 hrs | Fix |
| Service complaint | CS Manager | 24 hrs | Resolve |
| Praise | Marketing | 1 week | Case study? |
CLOSED-LOOP PROCESS
Feedback Action Framework
CLOSED-LOOP FEEDBACK
1. COLLECT:
☐ Gather feedback
☐ Categorize
☐ Prioritize
2. ANALYZE:
☐ Identify patterns
☐ Root cause analysis
☐ Impact assessment
3. ACT:
☐ Route to owner
☐ Define resolution
☐ Set timeline
4. CLOSE THE LOOP:
☐ Communicate action to customer
☐ Confirm resolution
☐ Track satisfaction
TRACKING:
Open feedback items: _____
Resolved this period: _____
Avg resolution time: _____ days
Frequently asked questions
What is the Customer Feedback System?
A system for collecting and acting on customer feedback.
Who is the Customer Feedback System for?
It is built for CROs and their teams working on Customer Success. The AI coach adapts it to your company, stage, and goals.
How long does the Customer Feedback System take to use?
It saves roughly 40+ hours versus building from scratch. Our AI coach can tailor the toolkit to your situation in minutes, then hand you a step-by-step plan.
Is the Customer Feedback System free?
Yes. You can read the full toolkit and start getting coached through it for free. Sign in to save your tailored version and track your next steps.
How does the AI coach help with the Customer Feedback System?
The coach teaches you the framework, asks a few questions about your business, tailors the toolkit to you, and gives you measurable next steps to execute.