What it is

A diagnostic tool that reveals whether customer insights are actually flowing back into your product roadmap — from collection through analysis, synthesis, and implementation into features.

Output

Validated feedback channels and a prioritized list of customer pain points ready for roadmap planning.

Time

20-30 minutes for a thorough assessment.

When to use

When you're shipping features but customer satisfaction isn't improving — or when you suspect feedback is collected but never acted upon. Also critical before major product pivots or when churn starts creeping up unexpectedly.

How to use

Be brutally honest about what's actually happening, not what your processes say should happen. Focus on closing the most critical gap before trying to perfect everything at once.

Step 1

Audit all feedback collection points including support tickets, NPS surveys, user interviews, sales calls, and community channels.

Step 2

Verify that someone is responsible for synthesizing feedback and that synthesis happens on a regular cadence with documented outputs.

Step 3

Confirm product and engineering teams review synthesized feedback and that feedback directly influences roadmap decisions with traceable examples.

Step 4

Establish a feedback closure loop where customers are notified when their input leads to changes, and assign owners for each step in the process.