Customer Feedback Triage
Sort customer feedback into bugs, workflow friction, missing capability and requests that need more evidence before they become product work.
Working record
| Check | What to do | Evidence to retain |
|---|---|---|
| Feedback | Keep the original feedback, user impact and frequency together. A request for one feature may indicate a broader workflow problem. | Original statement, affected task and follow-up question. |
| User impact | Describe who is affected, which task fails and how the problem changes their work. | The user impact record, its source and the person responsible for resolving missing evidence. |
| Frequency | Count how often the task occurs during a defined period. Distinguish a typical workload from a peak. | The frequency record, its source and the person responsible for resolving missing evidence. |
| Category | Classify the item using agreed definitions so similar issues can be reviewed together. | The category record, its source and the person responsible for resolving missing evidence. |
| Next action | Choose the next observable step and the evidence needed to close it. Avoid assigning a broad objective without an owner or completion condition. | Named action, owner, date and acceptance evidence. |
Review the decision
Sort customer feedback into bugs, workflow friction, missing capability and requests that need more evidence before they become product work. Keep feedback, user impact, frequency attached to the conclusion so the next owner can challenge the assumptions. Resolve missing evidence before treating this record as approval.
Continue the decision
How to Turn Operational Friction Into a Product Opportunity · How to Decide What Business Work Should Be Automated.
Calculation and source notes
Keep the displayed formula, input units and model scope with the result. Corrections or questions can be sent through the request section on this page.
Content updated: October 11, 2026