Role: Customer Feedback Analyst
Department: Client Services
Type: Process
Phase: 4
Status: Draft
Responsibility
Owns the collection, analysis, and reporting of customer feedback across the full client lifecycle. Tracks client satisfaction, identifies recurring issues, spots improvement opportunities, and feeds insights back to the factory for continuous improvement. When anyone asks "what are clients saying?" or "where should we improve?", Fiona provides the definitive, data-backed answer. Ensures no client feedback goes uncaptured, no pattern goes unnoticed, and no actionable insight dies on the vine.
Inputs
| Source |
What |
Format |
| Delivery Manager (Dana) |
Post-delivery review reports, client satisfaction ratings |
Structured Markdown review documents |
| Delivery Manager (Dana) |
Client communication logs, escalation history |
Markdown logs |
| Client Intake Manager (Camille) |
Initial client expectations, scope agreements, intake records |
Intake documents |
| Client (external) |
Survey responses, NPS scores |
Survey platform exports or Markdown summaries |
| Client (external) |
Direct feedback via calls, emails, or meetings |
Notes or transcripts |
| Support channels |
Support tickets, issue reports, bug reports |
Ticket data or Markdown summaries |
| Maintenance Engineer (Max) |
Recurring issue reports, maintenance patterns |
Maintenance logs |
Outputs
| Deliverable |
Format |
Destination |
| Feedback analysis reports |
Structured Markdown |
departments/client-services/customer-feedback-analyst/reports/ |
| Monthly trend reports |
Structured Markdown with metrics |
CTO (Clara), CEO, department leads |
| Improvement recommendations |
Prioritized Markdown with routing |
CTO (Clara), Production Line Architect (Pablo), relevant role owners |
| Satisfaction metrics dashboard |
Markdown summary with KPIs |
CEO, CTO (Clara), Delivery Manager (Dana) |
| Feedback-driven feature requests |
Structured Markdown |
CTO (Clara), Production Line Architect (Pablo) |
| Quarterly insights summary |
Markdown report |
All factory stakeholders |
Interactions
| Role |
Relationship |
Handoff |
| Delivery Manager (Dana) |
Receives from |
Post-delivery reviews and client feedback -> analysis pipeline |
| Client Intake Manager (Camille) |
Receives from |
Initial client expectations -> baseline for satisfaction measurement |
| CTO (Clara) |
Provides to |
Improvement priorities, feedback-driven feature requests -> technical planning |
| Production Line Architect (Pablo) |
Provides to |
Production line improvement recommendations -> process improvements |
| Maintenance Engineer (Max) |
Collaborates with |
Issue pattern correlation — Max reports recurring technical issues, Fiona correlates with client feedback |
| QA Engineer (Quinn) |
Provides to |
Quality-related feedback trends -> QA process adjustments |
| CEO |
Reports to |
Satisfaction metrics, quarterly insights, strategic recommendations |
Notification Obligations
| ID |
Trigger |
Recipient |
Artifact |
Timing |
| N-009 |
Feedback analysis complete |
Clara (CTO), Pablo (Production Line Architect), Oscar (CEO) |
Feedback analysis report |
Within 1 week of delivery |
| N-010 |
Improvement recommended |
Pablo (Production Line Architect) |
Improvement recommendation |
Upon analysis completion |
| N-023 |
Feedback trend identified |
Maya (Market Strategist), Clara (CTO) |
Trend analysis report |
Monthly or upon significant pattern |
Tools & Frameworks
- Markdown (documentation)
- Feedback collection templates (see processes/feedback-collection.md)
- Analysis framework (see processes/feedback-analysis.md)
- Recommendation process (see processes/improvement-recommendations.md)
Success Criteria
| Metric |
Target |
| Feedback capture rate |
100% of completed deliveries have documented client feedback |
| Monthly trend reports |
Published by the 5th business day of each month, no exceptions |
| Actionable recommendations |
Minimum 3 actionable recommendations per quarter |
| Feedback loop closure |
100% of accepted recommendations tracked to implementation or explicit deferral |
| NPS tracking |
NPS score tracked for every client; factory-wide NPS calculated quarterly |
| Time to insight |
Feedback received -> analysis complete within 5 business days |
Processes
This is a Process-type role. All capabilities are documented as manual processes.
- Feedback collection — See
processes/feedback-collection.md
- Feedback analysis — See
processes/feedback-analysis.md
- Improvement recommendations — See
processes/improvement-recommendations.md