What does the customer use our product for? What challenges does it solve?
What is the purpose of this meeting? Do you want to focus on certain aspects of the product?
From 1-5, how well does our product suit the customer's needs?
What are the customer's favorite features and benefits at the moment?
How can we make the customer's experience better? How would the customer change our product?
Did the customer have any feature requests? Turn this list into tickets for the appropriate teams right from here.
Did the customer mention any product bugs, errors, or issues? Share these with the appropriate teams right from here.
In 3 bullet points or less, what were your main insights from this customer feedback session?
Every great product-focused team is a customer-focused team. And customer feedback is their fuel for unmatched insights, new ideas, and overall improvement. Utilize our customer feedback template to revolutionize your user experience and catalyze customer success.
Feedback can make your customer relationship management more robust, increase retention, and drive your business toward a brighter future. With our meeting agenda, you can tap into these advantages and make every customer interaction more meaningful through the following steps:
Whether you're a customer support member, part of the UX research team, or a product manager, this customizable customer feedback agenda example is designed to distill value from every customer conversation. Personalize it to capture the feedback that matters most when talking with customers.
1. Get feedback.
The most important question to ask at the start of your meeting is, "What did you like and not like about our product/service?"
2. Share your findings.
Once you've collected all feedback, work together with the team to identify common themes and prioritize them by order of importance or severity.
3. Regularly collect feedback on a variety of topics related to customers' interests, needs, and problems.
You should regularly collect feedback from your customers. This ensures you are getting the most current and accurate comments about your product.
4. Use the results of your feedback to improve your product or service.
After you've taken all the customer insights you've gathered, identify ways to make a change or improve your offering
5. Consistently communicate the next steps with customers.
Once you've made a change, inform your customers in an appropriate way. Share how their feedback positively influenced the new version and how it will impact them in the future.
6. Be consistent.
Make sure to follow up with customers in the future. This way you can get feedback on the changes you've made to your product and see if the change impacted them positively or negatively, and how they would improve your product based on their new experience with it.
7. Make sure all feedback is documented, whether it's good or bad.
Feedback is a great way to improve your process and products over time.
8. Be prepared.
When you gather customer feedback, prepare by taking a few minutes to think about what the person is going to say. Remind yourself about the key words they are likely to use and questions they might have about your product or business.
9. Keep notes of customer feedback in writing for future reference.
Saves notes from your customer meetings in a centralized place, such as in a shared Hugo account or Google Drive folder with correctly labelled Google Docs. This will make it easier to review feedback later in order to spot trends.
Sometimes, it's important to take a step back and listen in on what your customers are saying about you. In many cases, the words they use about your business can be more helpful than any formal report or survey.
In order to better understand the scope of the feedback you are receiving, meetings with customer feedback representatives may be necessary in order for you capture opinions that aren't being conveyed by other methods.
These meetings may provide you with invaluable information regarding customer satisfaction, as well as tips for improvement.
To help you better understand customer feedback, here are a few things that this customer feedback meeting should be able to reveal to you:
What are the key areas your customers are most critical about? If there is no issue, they probably aren't saying anything worthwhile. Inform the customer feedback representative of these areas and then ask them what they believe would be effective ways of improving these areas. Listening to their perceptions on the issue may reveal solutions that are unknown.
What are the most common comments or complaints your customers have made about you in the past? These issues should be addressed and corrected immediately. Many problems will not go away on their own and some may even worsen with time. Inform the customer feedback representative of these issues and then ask them what they believe would be effective ways of resolving these issues.
What are some of the most common questions that your customers have? You can then respond to each question with a clear answer. But also note the questions for later review. These may be areas to focus on improving your customer education around.
Which customers have repeatedly contacted you? While these customers can be annoying, they're also very invested in getting your solution to work for them. They may seem overly sensitive, but try to embrace the feedback you are receiving from them in the context of the benefits it brings you.
Sharing is caring. Nothing demonstrates this more than letting your entire team see things from your client's point of view. Our customer feedback template allows you to centralize and share the invaluable insights you've gathered with your team so you can implement opportunities for growth together.
Last but not least, information is nothing without action. Improve your product faster by turning feature requests and bugs straight into tickets right from this customer feedback template.
When used correctly, customer feedback is a vehicle to reach true customer success. Drive your business and product in the right direction with this meeting note template.