Feedback Loop
The pipeline that takes customer signal from source to product decision.
Definition
A feedback loop is the end-to-end path a piece of customer feedback travels, from source (support ticket, sales call, CSM QBR, NPS comment), through tagging and triage, into a product decision (shipped, declined, parked). Product Ops typically owns the loop's plumbing, intake form, taxonomy, triage ritual, routing, and response-to-submitter SLA.
Frequently Asked Questions
A feedback loop is the end-to-end path a piece of customer feedback travels, from source (support ticket, sales call, CSM QBR, NPS comment), through tagging and triage, into a product decision (shipped, declined, parked). Product Ops typically owns the loop's plumbing, intake form, taxonomy, triage ritual, routing, and response-to-submitter SLA.
Feedback Loop is also commonly called Voice of Customer, VoC. The terms are used interchangeably in most Product Operations contexts.
Feedback Loop is part of the Product Operations vocabulary under the process category. Product Ops leaders use this concept when running planning rituals, setting operating standards, and aligning cross-functional stakeholders.