Feedback

"You asked, so we changed it."

The rarest and most effective thing a company can do with feedback. Almost nobody does it, because almost nobody keeps the link between the change and the people who asked for it.

Link preservedTold on releaseHonest noHigh return

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The link is kept

When feedback becomes an article, a fix or a process change, the customers who raised it stay attached to it.

Told when it ships

A short message to the people who asked. This is the single most effective retention action available to a small company and it costs an afternoon.

Honest when nothing changed

Sometimes the answer is no. Saying so is better than silence, and customers respond far better to it than companies expect.

Feedback

The rest of this area.

One question, answered honestly, that creates work when the answer is no.

Asking

One question, at the right moment, not after every message.

What it tells you

Resolution and satisfaction, kept as separate numbers.

When the answer is no

A real follow-up, with an owner, within a day.

Themes

What the comments keep saying.

Take better care of every customer.

Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.

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