Customer Feedback · Routing · Component
The destinations
Which function owns each feedback category — because feedback arrives where it is convenient and concerns something else.
The deliverable
What it is
Feedback about pricing arrives at support; feedback about documentation arrives at sales. Without routing it stays where it landed and is summarised rather than acted on.
The categories nobody owns are the interesting ones: usually the cross-functional problems that everyone recognises and nobody can fix alone.
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 capability
Whether the destination can actually act.
3 attributes: Can act · Requires · Escalates to
Learn
The feedback categories nobody owns are the cross-functional ones everybody recognises and nobody can fix alone.