Customer Feedback · Reading the signal · Component
The weighting
Frequency against severity, held apart — because a common minor irritation and a rare serious failure both matter, differently.
The deliverable
What it is
Loudness is neither frequency nor severity, and it is what drives most feedback-based prioritisation because it is the most visible.
The combination is what matters: how many people experience it, multiplied by what it costs them and the organisation when they do.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The severity
What it costs when it happens.
3 attributes: Customer impact · Organisational cost · Leads to churn
Learn
Loudness drives most feedback prioritisation because it is the most visible, and it is neither frequency nor severity.