Task Overview

What: Gather and analyze customer feedback systematically

When: Ongoing collection, monthly analysis

Who: Customer Success EA

Time Required: 2 hours weekly for collection, 4 hours monthly for analysis

Prerequisites

• [ ] Survey tools and templates
• [ ] Feedback tracking database
• [ ] Analysis and reporting templates
• [ ] Stakeholder distribution list

Step-by-Step Process

1. Feedback collection setup
   • Deploy surveys at key touchpoints
   • Set up feedback forms on website
   • Create review request sequences
   • Monitor social media mentions
2. Data compilation
   • Export survey responses weekly
   • Categorize feedback by theme
   • Track sentiment scores over time
   • Flag urgent issues for immediate attention
3. Analysis and insights
   • Identify recurring themes and patterns
   • Calculate Net Promoter Score (NPS)
   • Create customer satisfaction trends
   • Highlight actionable improvement areas
4. Reporting and action planning
   • Generate monthly feedback report
   • Present findings to leadership team
   • Create action plans for improvements
   • Follow up on implemented changes

Quality Standards

• [ ] Survey response rate above 15%
• [ ] Feedback categorization accuracy 95%
• [ ] Monthly reports delivered on time
• [ ] Action items clearly defined and tracked