Feedback Collection¶

Category: Product | Version: 2.0 | Status: Active

Overview¶

Collect, analyze, and act on feedback from BrainSAIT customers, partners, and internal teams to improve our healthcare AI agents and platform experience.

Channel Structure¶

Feedback Channels¶

Channel	Purpose	Sources
`#customer-feedback`	All customer feedback	CSMs, Support, Sales
`#product-feedback`	Feature requests and improvements	All teams
`#nps-responses`	NPS survey responses	Automated
`#feature-requests`	Validated feature requests	Product team
`#voice-of-customer`	Customer quotes and insights	All customer-facing

Analysis Channels¶

Channel	Purpose
`#feedback-weekly`	Weekly feedback digest
`#feedback-action`	Items requiring action

Feedback Types¶

Customer Feedback Categories¶

Category	Description	Owner	SLA
Bug Report	Product defect	Engineering	P1: 24h, P2: 48h
Feature Request	New capability	Product	Monthly review
UX Issue	Usability problem	Design + Product	Quarterly
Performance	Speed, reliability	Engineering	P1: 24h
Support Experience	Service quality	CS Leadership	Weekly
Praise	Positive feedback	Marketing	Share monthly

Agent-Specific Feedback¶

Agent	Common Feedback Areas
ClaimLinc	Validation accuracy, rule coverage, NPHIES handling
PolicyLinc	Payer coverage, response time, eligibility accuracy
DocsLinc	OCR quality, extraction accuracy, Arabic support
Voice2Care	Intent recognition, Arabic dialect, call quality
Platform	Performance, UI/UX, integrations

Feedback Submission¶

Customer Feedback Template¶

## Customer Feedback

**Submitted By:** @[csm/support/sales name]
**Date:** [Date]
**Customer:** [Customer Name]
**Customer Tier:** Enterprise / Mid-Market / SME

### Feedback Details

**Type:** Bug / Feature Request / UX / Performance / Praise
**Agent:** ClaimLinc / PolicyLinc / DocsLinc / Platform
**Severity:** Critical / High / Medium / Low

### Verbatim Quote

> "[Exact customer words]"
>
> — [Name], [Title]

### Context

- What were they trying to do?
- What happened?
- What was the impact?

### Customer Sentiment

- Overall satisfaction: 😡 😕 😐 🙂 😀
- Likely to recommend: [1-10]
- Account health impact: None / Minor / Significant

### Suggested Solution (if any)

[Customer's suggested fix or workaround]

### Internal Notes

[Any additional context not to share with customer]

Feature Request Template¶

## Feature Request

**Request ID:** FR-[XXXX]
**Submitted:** [Date]
**Source:** Customer / Internal / Partner

### Request Summary

[One-line description]

### Detailed Description

[Full description of the requested feature]

### Use Case

**As a** [user type]
**I want to** [action]
**So that** [benefit]

### Customer Impact

| Factor | Score (1-5) |
|--------|-------------|
| Revenue impact | [X] |
| Customer breadth | [X] |
| Competitive need | [X] |
| Churn prevention | [X] |
| **Total Score** | **[X]** |

### Customers Requesting

| Customer | Tier | Notes |
|----------|------|-------|
| [Name] | [Tier] | [Context] |

### Alternatives Considered

- [Alternative 1]: Why not suitable
- [Alternative 2]: Why not suitable

### Priority Recommendation

[ ] P1 - Critical: Address immediately
[ ] P2 - High: Next quarter
[ ] P3 - Medium: Roadmap consideration
[ ] P4 - Low: Backlog

Key Messages¶

Feedback Acknowledgment¶

📝 Feedback Received

From: [Customer Name] Type: [Category] Agent: [Agent name]

Summary: [Brief description]

Next Steps:

Logged in feedback system

Assigned to: @[product/engineering]

Customer notified: Yes/Pending

cc: @[csm] @[product-team]

Weekly Feedback Digest¶

## Weekly Feedback Digest - Week [X]

### Summary

| Category | Count | Trend |
|----------|-------|-------|
| Bug Reports | [X] | ↑/↓/→ |
| Feature Requests | [X] | ↑/↓/→ |
| UX Issues | [X] | ↑/↓/→ |
| Praise | [X] | ↑/↓/→ |
| **Total** | **[X]** | |

### By Agent

| Agent | Feedback Count | Top Issue |
|-------|----------------|-----------|
| ClaimLinc | [X] | [Issue] |
| PolicyLinc | [X] | [Issue] |
| DocsLinc | [X] | [Issue] |
| Platform | [X] | [Issue] |

### NPS This Week

- Responses: [X]
- Score: [X]
- Promoters: [X]% | Passives: [X]% | Detractors: [X]%

### Top Customer Quotes

> "[Quote 1]" — [Customer]

> "[Quote 2]" — [Customer]

### Action Items

- [ ] [Action] - Owner: @[name] - Priority: High
- [ ] [Action] - Owner: @[name] - Priority: Medium

### Closed This Week

- ✅ [Resolved feedback item 1]
- ✅ [Resolved feedback item 2]

Feature Shipped Notification¶

🚀 Feature Shipped: [Feature Name]

Based on your feedback, we've shipped: [Feature description]

Originally Requested By:

[Customer 1]

[Customer 2]

What Changed:

[Change 1]

[Change 2]

How to Use: [Brief instructions or link to docs]

Please Notify Customers:

@[csm1] → [Customer 1]

@[csm2] → [Customer 2]

Thank you for your feedback! 🙏

NPS Survey Process¶

Survey Schedule¶

Survey Type	Frequency	Audience
Relationship NPS	Quarterly	All active customers
Transactional NPS	Post-implementation	New customers
Support NPS	Post-ticket	Support interactions

Response Handling¶

NPS Response Received
    ↓
Automated to #nps-responses
    ↓
├── Promoter (9-10): Thank, request reference
├── Passive (7-8): Gather more feedback
└── Detractor (0-6): Immediate CSM follow-up
    ↓
Log insights to #customer-feedback
    ↓
Monthly NPS Review Meeting

Detractor Response Template¶

🔴 NPS Detractor Alert

Customer: [Name] Score: [X] CSM: @[name]

Feedback:

"[Verbatim response]"

Required Action:

CSM call within 24 hours

Root cause analysis

Recovery plan created

Executive escalation (if needed)

Update thread with call outcome.

Feedback Analytics¶

Monthly Feedback Report¶

## Monthly Feedback Report - [Month Year]

### Overview

- Total feedback items: [X]
- Unique customers providing feedback: [X]
- Resolution rate: [X]%
- Avg time to acknowledge: [X] hours
- Avg time to resolve: [X] days

### Sentiment Trend

[Month 1] → [Month 2] → [Month 3]
[X]% positive → [X]% positive → [X]% positive

### Top 5 Feature Requests

| Rank | Feature | Votes | Status |
|------|---------|-------|--------|
| 1 | [Feature] | [X] | [Status] |
| 2 | [Feature] | [X] | [Status] |
| 3 | [Feature] | [X] | [Status] |
| 4 | [Feature] | [X] | [Status] |
| 5 | [Feature] | [X] | [Status] |

### Agent Health (by feedback)

| Agent | Positive | Negative | Net |
|-------|----------|----------|-----|
| ClaimLinc | [X]% | [X]% | +[X]% |
| PolicyLinc | [X]% | [X]% | +[X]% |
| DocsLinc | [X]% | [X]% | +[X]% |

### Wins

- ✅ [Shipped feature based on feedback]
- ✅ [Resolved major issue]

### Focus Areas for Next Month

1. [Area 1]
2. [Area 2]

Integration Points¶

Productboard/Jira: Feature request tracking
Intercom/Zendesk: Support feedback
Delighted/Wootric: NPS surveys
Notion: Feedback analysis and reports
DataLinc: Feedback correlation with usage