# Feedback record

**Product or service:**  
**Customer group:**  
**Product stage:**  
**Date completed:**  
**Next review:**  

Use one copy of the first section for each comment, request, complaint, piece of
praise, cancellation, or behavior you want to understand. Keep the person's
exact words beside what they did; write “I don't know yet” where the context is
missing.

## One feedback record

**Record ID:**  
**Date received or observed:**  
**Source:** [conversation / support / survey / review / sales / product behavior / cancellation / other]  

### Who was involved?

**Customer or anonymous reference:**  
**Customer group:**  
**Relationship:** [paying / free / trial / pilot / prospect / canceled / other]  
**Role:** [user / buyer / approver / more than one / unknown]  
**Are they part of the customer group I'm concentrating on?**  

### What happened?

**What were they trying to do?**  
**What did they expect to happen?**  
**What happened instead, or what worked?**  
**What did they do next?**  
**Did this affect payment, completion, repeat use, retention, referral, support time, safety, security, accessibility, privacy, or another result?**  

### What did they say and do?

**Exact words:**  
**Observed or recorded behavior:**  
**What I inferred:**  
**What remains unclear:**  

### What kind of follow-up would help?

**One question about the recent event:**  
**Something I could observe or check:**  
**Permission or privacy limit:**  

## Compare the records

Group records only when the customers were trying to get a similar result in a
similar situation. Similar wording on its own is a weak reason to combine them.

| Possible pattern | Records included | Shared customer and situation | Shared result | Different circumstances or behavior | Missing context |
| --- | --- | --- | --- | --- | --- |
|  |  |  |  |  |  |
|  |  |  |  |  |  |
|  |  |  |  |  |  |

## Check one possible pattern

### Does it come from the customer group I've chosen?

**What I know:**  
**Who sits outside that group:**  

### Did it affect a real attempt or result?

**What the customer tried:**  
**What happened:**  
**What they did next:**  

### Has it repeated, or did one event cause serious harm?

**Number of separate records:**  
**Dates and sources:**  
**Any security, safety, data-loss, privacy, accessibility, or legal concern that needs immediate attention:**  

### Does responding support the product I'm trying to build?

**Product decision it affects:**  
**What responding would displace:**  
**What remains my judgment:**  

## One decision

**Decision:** [investigate / test / change / keep / decline / park]  
**Reason:**  
**Evidence that conflicts with the decision:**  
**What I'll tell the customer, if a reply is appropriate:**  

## One next step

**Question, observation, manual test, product change, message change, support change, or price check:**  
**Who it concerns:**  
**What stays the same:**  
**Customer action I'll watch:**  
**Result that would support the decision:**  
**Result that would weaken it:**  
**Review date:**  

## Privacy check

- [ ] Raw names, contact details, recordings, and private responses are stored
      only where they belong.
- [ ] Shared records use anonymous references where identity isn't required.
- [ ] Exact quotations remain attached to their source and permission.
- [ ] I haven't joined survey identity to payment or behavior records without a
      clear reason and permission.