Customer Feedback · Routing · Component
The handoff
What is actually sent, and in what form — because a summarised complaint loses what made it actionable.
The deliverable
What it is
A monthly summary saying that customers find onboarding difficult produces no action. Three verbatim accounts of what specifically went wrong produce a change.
The receiving function needs enough to act and not so much that reading it becomes a job.
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.
Three verbatim accounts of what specifically went wrong produce a change. A monthly summary does not.
The other components in routing
The destinations
Which function owns each feedback category — because feedback arrives where it is convenient and concerns something else.
LearnThe outcome
What happened to the feedback after it was routed — because routed and acted on are different things.
Learn