Feedback Collection¶
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