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Notes on customer feedback, and what to do with it

Opinionated pieces on measuring the right thing, where the usual approaches break, and how to build a loop that survives a busy month.

6 min read

Sentiment scores are a distraction

Your sentiment score moved from 6.2 to 5.8. Now what? The number is real, and it's still useless — because it compressed away the only part you could have acted on.

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7 min read

Why keyword tagging fails for customer feedback

Every feedback taxonomy starts clean and ends as archaeology. The deeper problem isn't maintenance — it's that a tag can only catch a problem you already thought to name.

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8 min read

How to run a monthly voice-of-customer loop

Most voice-of-customer programmes die because they're built as a project instead of a rhythm. Here's a loop small enough that it actually survives a busy month.

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