Customer Feedback Triage Template
Weekly triage ritual for routing customer feedback from sales, support, and success into the product backlog, with SLAs and reporting.
What this template covers
Every product ops function inherits a messy feedback pipeline, sales dumping feature requests into Slack, support piling tickets into a spreadsheet, success forwarding customer emails. This template replaces the chaos with a weekly triage ritual, a single intake form, tagging taxonomy, triage scorecard (reach, impact, confidence, effort), and a response SLA back to the submitter. Product ops runs the ritual; PM owns the prioritization call.
The template
# Customer Feedback Triage **Cadence:** Weekly, 30 minutes **Owners:** Product Ops (facilitator), PM (decision), CSM lead (input) **Intake form:** [link to your form here] --- ## Intake form fields (build this once, in Typeform / Google Forms / Linear) 1. Submitter name and team 2. Customer name and ARR tier 3. Quote or summary of the request, in the customer's words 4. Frequency: first time / heard from a few / hearing constantly 5. Workaround they're using today 6. Submitter's confidence this is a real problem (1-5) 7. Suggested tag (Bug / Feature gap / UX friction / Pricing / Integration / Other) 8. Customer-facing follow-up needed? (Y/N) --- ## Triage scorecard (RICE) For every item that survives intake, score during the weekly meeting. | Field | Definition | Scale | | --- | --- | --- | | **Reach** | Number of users affected per quarter | Number | | **Impact** | Severity for affected users | 0.25 (minor), 0.5 (medium), 1 (high), 2 (massive) | | **Confidence** | How sure are we about Reach and Impact? | 50% / 80% / 100% | | **Effort** | Person-weeks to deliver | Number | | **RICE score** | (Reach * Impact * Confidence) / Effort | Calculated | Threshold for prioritization: RICE > 5. Below that, archive with a note to the submitter. --- ## Weekly triage queue (replace with a live sheet) | Date in | Submitter | Customer | Tag | Reach | Impact | Conf | Effort | RICE | Status | Owner | Response date | | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | | YYYY-MM-DD | | | | | | | | | New | | | | YYYY-MM-DD | | | | | | | | | In review | | | | YYYY-MM-DD | | | | | | | | | Routed to PM | | | | YYYY-MM-DD | | | | | | | | | Archived | | | **Statuses (in this exact order):** New → In review → Routed to PM → Accepted to roadmap → Shipped → Archived --- ## Response SLA back to submitter | Status reached | Response time | Owner | | --- | --- | --- | | Acknowledged (intake) | Within 1 business day | Bot or PO IC | | Triage decision | Within 5 business days | PO IC | | Routed-to-PM update | Within 10 business days | PM | | Shipped notification | Day of release | PM | --- ## Quarterly synthesis Once a quarter, group archived items by tag. The themes that repeat are the most valuable insight from the whole pipeline. Bring the top 3 themes into the next planning offsite as a pre-read. | Theme | Mention count | Total ARR represented | Suggested response | | --- | --- | --- | --- | | | | | | | | | | |
When to use it
- First feedback pipeline for a new PO function
- Replacing ad-hoc Slack requests
- Preparing a quarterly feedback synthesis
- Sales-PM-CSM alignment
How to adapt it
Copy the template above into Google Docs, Sheets, Notion, Airtable, or Confluence. Keep the section order intact, later sections often reference data entered earlier. Replace the example values with your own, then review quarterly and re-circulate to stakeholders.
Related templates
Templates are drafted from public Product Operations research and reviewed by practicing PO leaders. Free to copy and modify for internal company use.
Frequently Asked Questions
Every product ops function inherits a messy feedback pipeline, sales dumping feature requests into Slack, support piling tickets into a spreadsheet, success forwarding customer emails. This template replaces the chaos with a weekly triage ritual, a single intake form, tagging taxonomy, triage scorecard (reach, impact, confidence, effort), and a response SLA back to the submitter. Product ops runs the ritual; PM owns the prioritization call.
This template is written for Product Operations teams at software companies sized 50-500 employees. Common use cases include: First feedback pipeline for a new PO function; Replacing ad-hoc Slack requests; Preparing a quarterly feedback synthesis.
The template is designed as a Google Sheet. Copy the structure directly into your own Google Docs, Sheets, Notion, or Airtable workspace. No attribution is required for internal company use.
Start with the section structure exactly as published, then modify field names to match your organization's vocabulary. Most teams complete a first pass in 30 minutes and a polished version within one working week.