This template is designed to systematically gather and document customer feedback on our products. It helps us understand customer experiences, identify areas for improvement, and prioritize product development efforts.
Customer Information
Customer Name:
Company:
Contact Information:
Product/Service/Plan Used:
Date of Feedback:
MRR:
Feedback Details
Feedback Type:
e.g., Feature Request, General Feedback
Description of Feedback:
Provide a detailed description of the feedback, including any specific features or aspects of the product it pertains to.
Impact on Business:
Describe how this issue or request affects the customer's business operations or user experience.
Priority Level:
e.g., Low, Medium, High
Context and Usage
Use Case Description:
Explain how the customer is using the product and in what context the feedback was generated.
Frequency of Issue: (If applicable)
How often does the issue happen?
Supporting Information
Screenshots/Attachments:
Include any relevant screenshots, logs, or files that help illustrate the feedback.
Steps to Reproduce:(If applicable)
Provide a step-by-step guide to reproduce any reported issues.
Customer Suggestions
Proposed Solutions:
If the customer has suggestions for resolving the issue or enhancing the product, document them here.
Internal Notes
CSM Comments:
Include any additional insights or context from the Customer Success Manager.
Next Steps:
Outline the proposed actions to address the feedback, including timelines and responsible team members.
Follow-Up
Feedback Acknowledgment Date:
Record the date when the feedback was acknowledged.
Resolution Date:
Record the date when the feedback was resolved or addressed.
Customer Satisfaction Rating: (Post-resolution)
Gather feedback on the customer's satisfaction with the resolution process.