customer-feedback_skill

Overview

This skill helps you collect, analyze, and act on customer feedback to improve product decisions and retention. It provides a practical playbook for building feedback channels, running customer interviews, measuring satisfaction (NPS/CSAT), organizing insights, and closing the loop. Use it to turn raw customer comments into prioritized, actionable work.

How this skill works

The skill guides you through setting up feedback channels (in-app widgets, NPS, cancellation surveys, interviews, support tickets) and a minimum viable system for solopreneurs. It prescribes a structured interview format, an NPS cadence, and a simple feedback taxonomy. Finally, it gives an analysis workflow and a decision framework to determine which requests to act on and how to communicate outcomes to customers.

When to use it

• Building or improving a feedback system
• Planning and running customer interviews
• Measuring satisfaction with NPS or CSAT
• Analyzing feature requests and support signals
• Deciding what feedback to prioritize and ship

Best practices

• Capture feedback from multiple channels consistently (in-app, support, interviews, surveys)
• Ask open-ended questions, listen 80% of the time, and follow up with why
• Organize feedback into categories and themes monthly to spot high-frequency issues
• Prioritize items that meet 2+ criteria: high frequency, high-value customers, strategic fit, prevents churn, or quick win
• Always close the loop—acknowledge receipt, share progress, or explain decisions

Example use cases

• Set up a minimum viable feedback system: in-app button, quarterly NPS, cancellation survey, monthly interviews
• Run 30–45 minute interviews using context, usage, outcomes, and future sections to uncover root causes
• Use NPS quarterly and follow up with detractors to prevent churn and with promoters for reviews
• Use a spreadsheet or tool to tag feedback by category and identify the top 3 monthly themes
• Apply the 2+ criteria framework to decide whether to build, defer, or decline a feature request