Omni Core · Customer Feedback · Module
Reading the signal
Separating what recurs from what is loud, and reading content rather than only scores.
The idea
How it works
A score tells you something changed. The comments tell you what, and the comments are what most organisations collect and do not read.
Loudness and frequency are different. One furious customer produces more text than fifty mildly inconvenienced ones, and only the second group is a pattern.
Working with it
In practice
- 01
Code the comments
Into a small stable category set. Free text that is never coded is text that is never used.
- 02
Count frequency and weigh severity separately
A common minor irritation and a rare serious failure both matter, differently.
- 03
Read a sample verbatim
Coding loses nuance. Someone senior reading twenty comments in full each month sees things the categories cannot show.
- 04
Track the categories over time
A category rising over several periods is a finding; one bad month is not.
One level in
The components of reading the signal
A component is something that exists afterwards which did not exist before — a deliverable or a mechanism, not an intention.
One furious customer produces more text than fifty mildly inconvenienced ones. Only the second is a pattern.
The other modules in customer feedback
Gathering it
How feedback is collected, from whom, and at what moment — designed so that the people who would not otherwise speak are represented.
LearnRouting
Getting each piece of feedback to whoever can actually change the thing it concerns, which is rarely the function that received it.
LearnClosing the loop
Telling the person what happened — the step that costs least, is skipped most, and determines whether anyone answers next time.
Learn