Customer feedback template

Listening to feedback is one of the most valuable ways you can connect with your customers. But when customer feedback comes in across different channels, it can be hard to make sense of it all.

Our template solves that problem by helping your team consolidate feedback in one place—so you can understand and prioritize what customers want and need most.

What is a customer feedback template?

A customer feedback template is a pre-built framework to help your team organize, track, and take action on customer feedback. With our template, you can consolidate feedback across different channels like customer support, customer survey forms, social media, and email. Organizing everything in one place makes it easier to sort feedback by theme, sentiment, product feature, and priority. This helps your team see the big picture of what customers want, so you can prioritize the features and changes that matter most. 

Our customer feedback template is customizable, so you can adjust it to fit your team’s specific requirements. Instead of starting from scratch, you can use our template as a jumping-off point to craft your ideal customer feedback workflow. 

The benefits of a digital customer feedback template

Customer feedback is only useful if you take action on it. A digital template does more than just track feedback—it also provides a framework for you to take action and incorporate that feedback into your product development process. 

By tracking customer feedback in a work management platform, you can: 

• See a bird’s-eye view of all customer feedback in one place, including how your team plans to take action on each feedback item. 

• Document all customer feedback in one place—then keep track as your team prioritizes and addresses different feedback items. 

• Use color-coded custom tags to track key information like priority level, customer sentiment, and feedback type.

• Set up automations to seamlessly move feedback items to different template sections as your team takes action. 

• Visualize your template in different ways—as a standard list, Kanban board, timeline, or calendar. 

• Attach relevant documents and files to tasks—like screenshots or customer chat files. 

How to use our customer feedback template

As you use our template and set up your ideal feedback workflow, keep these best practices in mind: 

• Collect the same details every time. Trying to understand feedback trends and themes is difficult if you don’t have the same information for every piece of feedback. Use custom fields or a form to ensure you’re tracking the same information on each piece of feedback.

• Connect tools to send feedback to one place. Whether your customer sends an email or fills out a form, make sure you can connect it to your work management platform, like Asana, so it all lands in the same place.

• Quickly turn ideas into action. Your customers are always spotting bugs and coming up with helpful ideas, so why not turn them into action items? Turn feedback into assigned tasks for your team to tackle.

• Show “must-do’s” vs. “to-do’s.” While it’s important to acknowledge all feedback, product teams need to prioritize which feedback will make it on the roadmap. Use custom fields to help your product team decide what they should take action on first.

Integrated features

• Forms. When someone fills out a Form, it shows up as a new task within an Asana project. By intaking information via a Form, you can standardize the way work gets kicked off, gather the information you need, and ensure no work falls through the cracks. Instead of treating each request as an ad hoc process, create a standardized system and set of questions that everyone has to answer. Or, use branching logic to tailor questions based on a user’s previous answer. Ultimately, Forms help you reduce the time and effort it takes to manage incoming requests so your team can spend more time on the work that matters.

• Custom fields. Custom fields are the best way to tag, sort, and filter work. Create unique custom fields for any information you need to track—from priority and status to email or phone number. Use custom fields to sort and schedule your to-dos so you know what to work on first. Plus, share custom fields across tasks and projects to ensure consistency across your organization. 

• Reporting. Reporting in Asana translates project data into visual charts and digestible graphs. By reporting on work where work lives, you can reduce duplicative work and cut down on unnecessary app switching. And, because all of your team’s work is already in Asana, you can pull data from any project or team to get an accurate picture of what’s happening in one place.

• Automation. Automate manual work so your team spends less time on the busy work and more time on the tasks you hired them for. Rules in Asana function on a basis of triggers and actions—essentially “when X happens, do Y.” Use Rules to automatically assign work, adjust due dates, set custom fields, notify stakeholders, and more. From ad hoc automations to entire workflows, Rules gives your team time back for skilled and strategic work.

Recommended apps

• ServiceNow. Reduce manual work for IT teams working in ServiceNow by automating task creation in Asana and providing cross-platform visibility into real-time status and context. Internal-facing service teams that use ServiceNow to track and manage employee tickets often receive requests that require actions outside ServiceNow, like fulfilling hardware requests, or responding to a payroll question. This integration makes it easy to connect ServiceNow to actions and updates taken in Asana.

• Zendesk. With Asana's Zendesk integration, users can quickly and easily create Asana tasks directly from Zendesk tickets. Add context, attach files, and link existing tasks to track work needed to close out the ticket. The integration also provides continuing visibility across both systems, so everyone is kept up to speed regardless of which tool they use. 

• Hubspot. Create Asana tasks automatically using HubSpot Workflows. With HubSpot Workflows, you can use all the customer data in HubSpot CRM to create automated processes. This integration enables you to seamlessly hand off work between teams, for example, when deals or tickets close in HubSpot.

FAQs