prd-v09-feedback-loop-setup

Feedback Loop Setup

Position in workflow: v0.9 Launch Metrics → v0.9 Feedback Loop Setup → v1.0 Market Adoption

Execution Mode

Default is standard. See .claude/rules/08-skill-execution-modes.md for selection logic.

Mode	What this skill produces
quick	1–2 channels (in-app + support); basic triage workflow
standard	3–4 channels; full processing workflow + sentiment tracking + SLAs
deep	All channels + closed-loop tracking + voice-of-customer synthesis + escalation rules

Consumes

This skill requires prior work from v0.9 Launch Metrics and v0.1-v0.8:

• GTM-* launch channels (from v0.9 GTM Strategy) — Active launch channels (Product Hunt, email, paid ads, etc.) become feedback sources; GTM- messaging and channels inform where feedback will arrive
• MON-* monitoring dashboards and alerts (from v0.8 Monitoring Setup) — MON- thresholds (latency, error rate, performance) define what qualifies as critical feedback; monitoring alerts can trigger deep-dive user research
• KPI-* launch targets and baselines (from v0.9 Launch Metrics) — KPI- thresholds (Day 1/7/30/90 targets) inform feedback urgency and trigger investigation when below target; baseline performance metrics (p95 latency, error rate, conversion rate) provide context for performance feedback
• CFD-* baseline entries (from v0.1-v0.4) — Baseline customer feedback hypotheses (user pain points, value propositions, competitive alternatives) become validation targets post-launch; feedback loop confirms or contradicts CFD- assumptions
• PER-* personas (from v0.4 Persona Definition) — Persona segments (PER-001 Startup Founder, PER-002 Team Lead) enable feedback categorization by user type and prioritization by persona importance

This skill assumes v0.9 Launch Metrics is live with KPI- thresholds established, GTM- channels are active, and MON- dashboards are displaying baseline metrics.

Produces

This skill creates/updates:

• CFD-* post-launch feedback entries (feedback capture specifications, channel/type-based) — Every piece of user feedback becomes a CFD- entry with source, sentiment, impact, and action taken; traced to GTM- channels and user personas
• Feedback processing workflow/matrix — Triage → Categorization → Prioritization → Action mapping showing how feedback flows from capture to ID updates (CFD- → FEA-/BR-/RISK- → EPIC-)
• CFD-* update entries — CFD- entries updated with resolution status, outcome, and follow-up evidence, enabling confidence progression (initial feedback → validated pattern → implemented action → confirmed outcome)

All CFD-* post-launch entries are evidential feedback records, not confidence-based themselves but supporting confidence scoring on OTHER IDs:

• Timestamped (when feedback was received, to track trends and velocity)
• Sourced (channel, user segment, user ID if available for follow-up)
• Categorized (UX | Performance | Feature Gap | Bug | Praise | Confusion for trend analysis)
• Prioritized (Critical/High/Medium/Low with impact justification)
• Actionable (every CFD- either triggers ID creation/update or documents "won't fix" decision)
• Closed-loop (user receives response and can verify resolution)

Example CFD- post-launch entries:

CFD-101: "Can't figure out how to export my data"
Type: Support Ticket
Source: Intercom (GTM-002 email → user support request)
Date: 2025-01-15
User Segment: PER-001 (Startup Founder)

Verbatim: "I've been using the tool for a week and I can't find any way to export my work."

Processed:
  Category: Feature Gap
  Sentiment: Frustrated
  Priority: High
  Frequency: Repeated (3rd request this week)

Impact Assessment:
  Users Affected: ~50 (based on support volume)
  KPI Impact: KPI-104 (D7 Retention) — export needed for team use case
  Revenue Risk: High — multiple users mentioned "dealbreaker"

Action:
  Response: "Thanks for reaching out! Export is on our roadmap."
  Internal Action: Escalated to product team, added to backlog
  Linked IDs: FEA-025 (Export Feature) created, EPIC-05 updated
  Status: In Progress

Resolution:
  Outcome: FEA-025 shipped in v1.2
  Date: 2025-02-01
  Follow-up: Emailed user with release notes

Linked IDs: GTM-002 (email channel source), PER-001 (persona), KPI-104 (affected metric), FEA-025 (action taken), EPIC-05 (implementation)

---

CFD-102: NPS Detractor Response
Type: NPS Response
Source: In-App Survey (MON-005 trigger)
Date: 2025-01-18
User Segment: PER-002 (Team Lead)

Verbatim: "Score: 4. Too slow. Takes forever to load projects and I give up waiting."

Processed:
  Category: Performance
  Sentiment: Negative
  Priority: Critical
  Frequency: Trending (NPS dropped 10 points this week)

Impact Assessment:
  Users Affected: ~200 (20% of NPS responses mention speed)
  KPI Impact: KPI-103 (Activation), KPI-104 (Retention) — both trending down
  Revenue Risk: High — performance is activation blocker

Action:
  Response: N/A (anonymous survey)
  Internal Action: Performance spike investigation started (MON-001 latency breach detected)
  Linked IDs: RISK-012 (Performance Degradation) escalated, EPIC-06 prioritized for optimization
  Status: In Progress

Resolution:
  Outcome: Database query optimization deployed, latency restored to baseline
  Date: 2025-01-22
  Follow-up: Next NPS cycle (Day 30) will measure improvement

Linked IDs: MON-005 (dashboard source), PER-002, KPI-103, KPI-104, MON-001 (latency baseline), RISK-012, EPIC-06

---

CFD-103: Community Feature Request (Dark Mode)
Type: Community Post
Source: Discord #feature-requests (GTM-005 community channel)
Date: 2025-01-20
User Segment: Power Users (multiple PER-)

Verbatim: "Thread: 47 messages discussing dark mode. Summary: 15 unique users requesting."

Processed:
  Category: Feature Gap
  Sentiment: Neutral (constructive)
  Priority: Medium
  Frequency: Repeated (ongoing, 15 users vocal)

Impact Assessment:
  Users Affected: 15+ vocal, likely more silent
  KPI Impact: Minor — nice-to-have, not activation blocker; may reduce churn for night users
  Revenue Risk: Low

Action:
  Response: Community manager acknowledged, added to public roadmap
  Internal Action: Added to backlog as P2 feature
  Linked IDs: FEA-030 (Dark Mode) created, posted on public roadmap
  Status: Acknowledged

Resolution:
  Outcome: Pending — scheduled for Q2 release
  Date: N/A
  Follow-up: Posted on public roadmap

Linked IDs: GTM-005 (community channel), PER-* (multiple personas), FEA-030, public roadmap

Feedback → ID Flow

Each CFD- post-launch entry triggers cascading updates:

Feedback Type	Creates/Updates	Confidence Impact	Example
Feature Request	FEA-, BR-FEA-	Increases FEA- confidence (user interview → beta validation)	CFD-101 (export request, 3rd this week) → FEA-025 (confidence: 2→3, source: support-requests-2025-01)
Performance Complaint	MON- threshold, RISK- escalation	Triggers MON- investigation; may update RISK- severity	CFD-102 (slow, 20% mention) → MON-001 threshold validation → RISK-012 escalation
UX Confusion	SCR-, UJ- refinement	Informs screen redesign without changing foundational journey	"Can't find export" → SCR-005 (export button placement) update
Bug Report	RISK- or direct fix	RISK- frequency increases → triggers prioritization	Critical bugs → P0 RISK- entry
Praise/Testimonial	CFD- (evidence), GTM- (social proof)	Confirms CFD- hypothesis; can become GTM- case study	"Love this feature!" → CFD- entry → GTM-015 (testimonial)

This feedback loop enables evidence-driven iteration: feedback patterns → ID updates → implementation → launch validation → next iteration.

Downstream Connections

Consumer	What It Uses	Example
v1.0 Market Adoption Planning	CFD- feedback patterns inform roadmap	10× CFD- export requests → FEA-025 move to P1
Product Development	CFD- → FEA-, BR- updates feed next EPIC	CFD-102 performance complaints → EPIC-06 optimization prioritized
Sales/Marketing	CFD- testimonials become GTM assets	CFD-103 community enthusiasm → GTM-015 case study
Support Team	CFD- patterns become FAQ and onboarding	Repeated "can't export" → FAQ article
Risk Management	CFD- negative trends escalate RISK-	NPS dropping → RISK-012 escalation
KPI Accountability	CFD- confirms KPI- achievement	KPI-104 (D7 Retention) gaps trigger CFD- investigation

Purpose

Establish systematic channels for capturing, processing, and acting on post-launch user feedback—closing the loop between user experience and product iteration.

Core Concept: Feedback as Fuel

Feedback is not a task to complete—it is fuel for iteration. Every piece of feedback should flow into the ID graph, informing future CFD-, BR-, FEA-, or RISK- entries. If feedback sits in a spreadsheet, it's not feedback—it's noise.

Feedback Channels

Channel	Type	Best For	Response Time
In-App	Prompted	Contextual reactions	Real-time
Support	Reactive	Issues, requests	<24h
Community	Proactive	Discussion, ideas	Ongoing
Surveys	Scheduled	Structured data	Periodic
Analytics	Passive	Behavior signals	Continuous

Execution

1. Map feedback touchpoints

   • Where do users already reach out?
   • Where should we actively prompt?
   • What channels from GTM- are active?

2. Design feedback capture

   • In-app widgets (NPS, CSAT, feature requests)
   • Support ticket taxonomy
   • Community moderation workflow
   • Survey schedule and instruments

3. Define processing workflow

   • Who triages incoming feedback?
   • How does it become CFD- entries?
   • What triggers action?

4. Establish feedback → ID flow

   • Feedback → CFD-
   • CFD- → BR-, FEA-, RISK- updates
   • Updates → EPIC- for implementation

5. Set up monitoring

   • Volume metrics
   • Sentiment tracking
   • Response time SLAs

6. Create CFD- entries for post-launch feedback

CFD- Output Template (Post-Launch Feedback)

CFD-XXX: [Feedback Title]
Type: [Support Ticket | Feature Request | Bug Report | NPS Response | Community Post | Survey Response]
Source: [Intercom | Zendesk | Discord | In-App | Email | Twitter]
Date: [When received]
User Segment: [PER-XXX if identifiable]

Verbatim: "[Exact user quote or description]"

Processed:
  Category: [UX | Performance | Feature Gap | Bug | Praise | Confusion]
  Sentiment: [Positive | Neutral | Negative | Frustrated]
  Priority: [Critical | High | Medium | Low]
  Frequency: [One-off | Repeated | Trending]

Impact Assessment:
  Users Affected: [Count or estimate]
  KPI Impact: [KPI-XXX affected if applicable]
  Revenue Risk: [High | Medium | Low | None]

Action:
  Response: [How we responded to user]
  Internal Action: [What we're doing about it]
  Linked IDs: [BR-XXX, FEA-XXX, RISK-XXX created/updated]
  Status: [New | Acknowledged | In Progress | Resolved | Won't Fix]

Resolution:
  Outcome: [What happened]
  Date: [When resolved]
  Follow-up: [Did we close the loop with user?]

Note: See Produces section above for detailed CFD- examples with full traceability links.

Feedback Collection Methods

In-App Feedback

Method	When to Use	Question
NPS	After activation, monthly	"How likely to recommend?" (0-10)
CSAT	After support interaction	"How satisfied?" (1-5)
CES	After key action	"How easy was this?" (1-7)
Feature Request	Persistent widget	"What's missing?"
Bug Report	Error states	"What went wrong?"

Survey Cadence

Survey	Frequency	Purpose
NPS	Monthly	Overall sentiment tracking
Onboarding Exit	After churn signal	Why didn't they activate?
Feature Satisfaction	Post-release	Did this solve the problem?
Annual Deep Dive	Yearly	Strategic feedback

Passive Signals

Signal	What It Indicates	Action Trigger
Rage clicks	Frustration	UX investigation
Drop-off	Confusion or friction	Funnel analysis
Feature abandonment	Poor value delivery	User interview
Error rates	Technical issues	Bug investigation

Feedback Processing Workflow

CAPTURE → TRIAGE → CATEGORIZE → PRIORITIZE → ACTION → CLOSE LOOP

1. CAPTURE
   - All channels → central inbox

2. TRIAGE (Daily)
   - Critical: <4h response
   - High: <24h response
   - Medium/Low: Weekly review

3. CATEGORIZE
   - Apply CFD- template
   - Link to existing IDs

4. PRIORITIZE
   - Frequency × Impact × Revenue Risk
   - Weekly prioritization meeting

5. ACTION
   - Create/update IDs (BR-, FEA-, RISK-)
   - Add to EPIC- backlog
   - Communicate internally

6. CLOSE LOOP
   - Respond to user
   - Update CFD- status
   - Verify resolution

Sentiment Monitoring

Track aggregate sentiment over time:

Metric	Calculation	Target
NPS	% Promoters - % Detractors	>30
CSAT	% Satisfied (4-5)	>80%
Support Volume	Tickets per 100 users	<5
Response Time	Median first response	<4h
Resolution Rate	% resolved within SLA	>90%

Anti-Patterns

Pattern	Signal	Fix
Feedback graveyard	Collect but never act	Mandate weekly triage meeting
Only negative	No positive feedback captured	Celebrate wins, capture praise
No closing loop	Users never hear back	Require follow-up on High+ priority
Volume without insight	"We got 500 tickets"	Categorize and trend analysis
Building in silence	Ship features, don't validate	Post-release surveys
Anecdote-driven	"One user said..."	Require frequency data

Quality Gates

Before proceeding to v1.0 Market Adoption:

• All feedback channels identified and configured
• In-app feedback widgets deployed
• Support ticket taxonomy defined
• Community monitoring active
• Processing workflow documented and assigned
• Feedback → ID flow established
• Sentiment metrics baselined

Detailed References

• Feedback channel setup: See references/channel-setup.md
• CFD- post-launch template: See assets/cfd-feedback-template.md
• Survey question bank: See references/survey-questions.md
• Sentiment analysis guide: See references/sentiment-guide.md