FEE: Feedback

Document Type

Code: FEE
Name: Feedback
Domain: Customer & Value

Abstract

This specification defines the Feedback document type within the BSpec 1.0 Universal Business Specification Standard. It establishes normative requirements, structured templates, and implementation guidance for organizations documenting feedback within the customer-value domain. This specification enables systematic, machine-readable documentation that supports strategic planning, operational execution, and organizational alignment.

Purpose and Scope

The Feedback document captures, analyzes, and manages customer input, reviews, and satisfaction data. It provides systematic approach to collecting, processing, and acting on customer feedback across all touchpoints.

Document Metadata Schema

---
id: FEE-{feedback-collection-identifier}
title: "Customer Feedback: [Feedback Source/Type]"
type: FEE
status: Draft|Review|Accepted|Deprecated
version: 1.0.0
owner: Customer-Experience|Product-Management
stakeholders: [product-team, support-team, marketing-team]
domain: customer
priority: High|Medium|Low
scope: specific|broad
horizon: current
visibility: internal

depends_on: [CJM-*, SUP-*]
enables: [REQ-*, PRD-*, SVC-*]

feedback_source: [Channel or method of feedback collection]
feedback_type: Structured|Unstructured|Mixed
collection_period: [Timeframe for feedback collection]
response_volume: [Number of feedback instances]

success_criteria:
  - "Feedback is systematically collected and analyzed"
  - "Insights drive product and experience improvements"
  - "Response rates meet collection targets"
  - "Action items are identified and tracked"

assumptions:
  - "Customers are willing to provide feedback"
  - "Feedback represents broader customer sentiment"
  - "Analysis reveals actionable insights"

collection_methodology:
  - "Feedback collection methods"
  - "Analysis techniques used"
  - "Validation approaches"

response_rate: X% # Percentage of customers providing feedback
sentiment_distribution: [Positive: X%, Neutral: X%, Negative: X%]
review_cycle: weekly
---

Content Structure Template

# Customer Feedback: [Feedback Source/Type]

## Overview
*Summary of feedback collection initiative and key findings*

## Feedback Framework

### Collection Strategy
**Feedback Objectives**
- What we want to learn from customers
- Specific questions we need answered
- Decisions that feedback will inform
- Success metrics for feedback collection

**Target Audience**
- Primary customer segments for feedback
- Specific personas targeted
- Customer journey stages covered
- Stakeholder groups included

**Collection Scope**
- Product areas covered
- Experience touchpoints included
- Time period for collection
- Geographic or market coverage

### Collection Methods
**Structured Feedback**
- Surveys and questionnaires
- Rating scales and metrics
- Standardized interviews
- Quantitative assessments

**Unstructured Feedback**
- Open-ended comments
- Support ticket analysis
- Social media mentions
- Sales conversation insights

**Behavioral Feedback**
- Usage analytics and patterns
- Feature adoption rates
- Task completion analysis
- User journey tracking

**Contextual Feedback**
- In-app feedback prompts
- Post-interaction surveys
- Transactional feedback
- Moment-based collection

## Feedback Collection Results

### Response Demographics
**Response Volume**
- Total responses collected: X
- Response rate achieved: X%
- Target vs. actual participation
- Response quality assessment

**Respondent Profile**
- Customer segment distribution
- Persona representation
- Experience level distribution
- Geographic distribution
- Company size/role distribution (if B2B)

**Response Quality**
- Complete vs. partial responses
- Thoughtful vs. superficial feedback
- Specific vs. general comments
- Actionable vs. vague input

### Feedback Channels
**Channel Performance**
- Email surveys: X responses (X% rate)
- In-app feedback: X responses (X% rate)
- Support interactions: X insights
- Sales feedback: X insights
- Social media: X mentions
- User interviews: X conducted

**Channel Effectiveness**
- Quality of feedback by channel
- Response rates by channel
- Bias and representation by channel
- Actionability of feedback by channel

## Feedback Analysis

### Quantitative Analysis
**Overall Satisfaction**
- Average satisfaction score: X/10
- Net Promoter Score: X
- Customer Effort Score: X
- Satisfaction trend over time

**Feature-Specific Feedback**
- Feature satisfaction ratings
- Feature importance rankings
- Feature usage correlation
- Feature improvement priorities

**Experience Metrics**
- Journey stage satisfaction
- Touchpoint experience ratings
- Process efficiency ratings
- Support experience scores

### Qualitative Analysis
**Thematic Analysis**
- Major themes and patterns
- Sentiment analysis results
- Emotion identification
- Value perception insights

**Verbatim Insights**
- Representative customer quotes
- Specific improvement suggestions
- Pain point descriptions
- Success story examples

### Sentiment Analysis
**Overall Sentiment Distribution**
- Positive sentiment: X%
- Neutral sentiment: X%
- Negative sentiment: X%
- Mixed sentiment: X%

**Sentiment by Category**
- Product functionality sentiment
- User experience sentiment
- Support experience sentiment
- Value perception sentiment

**Sentiment Trends**
- Sentiment changes over time
- Seasonal patterns
- Cohort-based sentiment differences
- Geographic sentiment variations

## Key Findings

### Positive Feedback Themes
**Strengths and Successes**
- Most appreciated features
- Best experience elements
- Value delivery highlights
- Competitive advantages recognized

**Success Stories**
- Customer achievement examples
- Outcome realization stories
- ROI and value demonstrations
- Transformation narratives

**Advocacy Indicators**
- Likelihood to recommend
- Reference willingness
- Word-of-mouth sharing
- Expansion interest

### Improvement Opportunities
**Feature Enhancement Requests**
- Most requested new features
- Existing feature improvements
- Integration needs
- Performance enhancement areas

**Experience Improvements**
- User interface feedback
- Workflow optimization needs
- Documentation improvements
- Training and support needs

**Process Improvements**
- Onboarding optimization
- Support process enhancement
- Sales process improvements
- Implementation assistance needs

### Critical Issues
**Pain Points and Frustrations**
- Major customer frustrations
- Blocking issues identified
- Performance problems
- Integration challenges

**At-Risk Indicators**
- Dissatisfaction signals
- Churn risk indicators
- Competitive vulnerability
- Relationship strain signs

**Urgent Actions Required**
- Critical issues requiring immediate attention
- Customer relationship risks
- Product defects or problems
- Support escalations needed

## Feedback Segmentation

### Segment-Specific Insights
**Segment 1: [Customer Segment]**
- Unique feedback patterns
- Specific needs and requests
- Satisfaction levels
- Priority improvement areas

**Segment 2: [Customer Segment]**
- Unique feedback patterns
- Specific needs and requests
- Satisfaction levels
- Priority improvement areas

### Persona-Based Analysis
**Persona 1: [Primary Persona]**
- Characteristic feedback themes
- Role-specific needs
- Experience preferences
- Value priorities

**Persona 2: [Primary Persona]**
- Characteristic feedback themes
- Role-specific needs
- Experience preferences
- Value priorities

### Journey Stage Analysis
**Stage-Specific Feedback**
- Onboarding feedback patterns
- Usage stage insights
- Expansion feedback themes
- Renewal/retention feedback

**Cross-Stage Patterns**
- Consistent themes across stages
- Evolution of feedback over time
- Stage-specific pain points
- Progressive value recognition

## Competitive Intelligence

### Competitive Mentions
**Competitor Comparisons**
- Direct competitor mentions
- Feature comparison feedback
- Switching consideration factors
- Competitive advantage/disadvantage areas

**Market Position Feedback**
- Position in consideration sets
- Unique value recognition
- Competitive differentiation
- Market perception insights

### Switching Indicators
**Switching Signals**
- Customers considering alternatives
- Reasons for switching consideration
- Retention risk factors
- Competitive vulnerability areas

**Loyalty Indicators**
- Strong customer commitment signals
- Renewal confidence indicators
- Expansion interest signs
- Advocacy development patterns

## Action Planning

### Immediate Actions (0-30 days)
**Critical Issues**
- Issue: [Description]
- Impact: [Customer/business impact]
- Action: [Specific action to take]
- Owner: [Responsible person/team]
- Timeline: [Completion date]

**Quick Wins**
- Opportunity: [Description]
- Benefit: [Expected customer benefit]
- Action: [Specific action to take]
- Owner: [Responsible person/team]
- Timeline: [Completion date]

### Short-term Actions (1-3 months)
**Product Improvements**
- Enhancement: [Description]
- Justification: [Customer feedback supporting]
- Resource requirement: [Team/budget needed]
- Expected impact: [Customer benefit]
- Timeline: [Completion timeline]

**Experience Improvements**
- Enhancement: [Description]
- Justification: [Customer feedback supporting]
- Resource requirement: [Team/budget needed]
- Expected impact: [Customer benefit]
- Timeline: [Completion timeline]

### Long-term Actions (3-12 months)
**Strategic Initiatives**
- Initiative: [Description]
- Strategic rationale: [Why this matters]
- Customer value: [Expected benefit]
- Investment required: [Resources needed]
- Success metrics: [How success is measured]

### Action Tracking
**Accountability Framework**
- Action owner assignments
- Progress tracking methods
- Success measurement criteria
- Review and update schedule

**Communication Plan**
- Customer communication about changes
- Internal stakeholder updates
- Progress reporting structure
- Success celebration approach

## Feedback Response Strategy

### Customer Communication
**Response Acknowledgment**
- Thank you and acknowledgment process
- Timeline for review and action
- Contact information for follow-up
- Expectation setting for responses

**Progress Updates**
- Regular update communication
- Milestone achievement sharing
- Change implementation notification
- Impact measurement sharing

**Closure Communication**
- Implementation completion notification
- Impact measurement results
- Additional feedback requests
- Continued engagement invitations

### Internal Communication
**Stakeholder Briefings**
- Executive summary reports
- Department-specific insights
- Action plan presentations
- Resource requirement discussions

**Team Alignment**
- Cross-functional team updates
- Priority setting sessions
- Resource allocation discussions
- Success measurement alignment

## Feedback System Improvement

### Collection Enhancement
**Method Optimization**
- Survey design improvements
- Channel effectiveness analysis
- Response rate optimization
- Quality improvement strategies

**Technology Enhancement**
- Feedback platform capabilities
- Analytics and reporting tools
- Integration improvements
- Automation opportunities

### Analysis Enhancement
**Analytical Capabilities**
- Sentiment analysis improvements
- Trend identification enhancement
- Predictive analytics development
- Insight generation automation

**Reporting Enhancement**
- Dashboard development
- Real-time monitoring
- Stakeholder-specific reporting
- Action-oriented insights

## Success Metrics

### Collection Metrics
**Response Metrics**
- Response rate achievements
- Response quality scores
- Channel performance metrics
- Demographic representation

**Engagement Metrics**
- Follow-up participation
- Deep-dive interview willingness
- Reference program participation
- Advocacy behavior indicators

### Impact Metrics
**Customer Satisfaction**
- Satisfaction score improvements
- Net Promoter Score changes
- Customer Effort Score enhancements
- Sentiment improvement trends

**Business Impact**
- Customer retention correlation
- Expansion revenue correlation
- Support ticket reduction
- Feature adoption increases

### Process Metrics
**Efficiency Metrics**
- Time from feedback to insight
- Insight to action conversion
- Action completion rates
- Customer communication effectiveness

**Quality Metrics**
- Insight accuracy validation
- Action effectiveness measurement
- Customer appreciation of responses
- Stakeholder satisfaction with process

## Validation
*Evidence that feedback collection and analysis drives meaningful improvements*

Quality Standards

Bronze Level (Minimum Viable)

• [ ] Feedback framework with collection strategy and methods
• [ ] Basic feedback analysis with quantitative and qualitative insights
• [ ] Key findings with positive themes and improvement opportunities
• [ ] All required metadata fields completed

Silver Level (Investment Ready)

• [ ] Comprehensive feedback collection results with demographics and channel analysis
• [ ] Detailed feedback analysis including sentiment analysis and segmentation
• [ ] Action planning with immediate, short-term, and long-term initiatives
• [ ] Feedback response strategy with customer and internal communication
• [ ] Success metrics framework with collection, impact, and process measures
• [ ] Competitive intelligence with market position insights

Gold Level (Operational Excellence)

• [ ] Dynamic feedback tracking with real-time sentiment monitoring
• [ ] Advanced feedback analytics with predictive insights and trend analysis
• [ ] Automated feedback collection and response management
• [ ] Feedback-driven product development and experience optimization
• [ ] Cross-functional feedback coordination and stakeholder alignment
• [ ] Continuous feedback system improvement and innovation

Common Pitfalls

1. Collection bias: Gathering feedback only from vocal or satisfied customers
2. Analysis paralysis: Collecting feedback without translating insights into action
3. Response gaps: Failing to close the loop with customers who provide feedback
4. Channel isolation: Analyzing feedback sources in silos rather than holistically

Success Patterns

1. Systematic collection: Structured approach across multiple channels and touchpoints
2. Actionable analysis: Clear insights that drive specific improvements and decisions
3. Responsive engagement: Timely acknowledgment and follow-up with feedback providers
4. Measurable impact: Demonstrated improvements in satisfaction and business metrics

Relationship Guidelines

Typical Dependencies

• CJM (Customer Journey Maps): Journey stages inform feedback collection points
• SUP (Support): Support interactions provide rich feedback sources

Typical Enablements

• REQ (Requirements): Feedback insights drive functional requirements
• PRD (Product Requirements): Feedback informs product development priorities
• SVC (Service Design): Feedback guides service improvement initiatives

Document Relationships

This document type commonly relates to:

• Depends on: CJM (Customer Journey Maps), SUP (Support)
• Enables: REQ (Requirements), PRD (Product Requirements), SVC (Service Design)
• Informs: Product development, customer experience improvement, service design
• Guides: Feature prioritization, experience optimization, relationship management

Validation Checklist

• [ ] Feedback framework with collection strategy, target audience, and scope
• [ ] Collection methods covering structured, unstructured, behavioral, and contextual feedback
• [ ] Collection results with response demographics and channel performance
• [ ] Quantitative analysis with satisfaction scores, feature feedback, and experience metrics
• [ ] Qualitative analysis with thematic analysis and verbatim insights
• [ ] Sentiment analysis with distribution, categories, and trends
• [ ] Key findings including positive themes, improvement opportunities, and critical issues
• [ ] Feedback segmentation by customer segments, personas, and journey stages
• [ ] Competitive intelligence with competitor mentions and switching indicators
• [ ] Action planning with immediate, short-term, and long-term initiatives
• [ ] Feedback response strategy with customer and internal communication plans
• [ ] Success metrics framework with collection, impact, and process measurements
• [ ] Validation evidence of feedback driving meaningful improvements

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Related Documents

• Back to Document Types
• Domain: Customer & Value
• Full Specification