Customer Feedback · Routing · Component
The outcome
What happened to the feedback after it was routed — because routed and acted on are different things.
The deliverable
What it is
Without tracking, routing becomes forwarding: the feedback leaves and nobody knows whether anything followed.
A theme routed every month for a year has not been acted on, and that pattern needs someone senior to see it rather than another routing.
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 action rate
What proportion of routed feedback produces something.
3 attributes: Action rate · Over · Main blocker
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A theme routed every month for a year is not a routing problem, and routing it again will not help.
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 handoff
What is actually sent, and in what form — because a summarised complaint loses what made it actionable.
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