// Help users synthesize and act on customer feedback. Use when someone is analyzing NPS responses, processing support tickets, reviewing user research, synthesizing feedback from multiple channels, or trying to identify patterns in customer input.
| name | analyzing-user-feedback |
| description | Help users synthesize and act on customer feedback. Use when someone is analyzing NPS responses, processing support tickets, reviewing user research, synthesizing feedback from multiple channels, or trying to identify patterns in customer input. |
Help the user extract actionable insights from customer feedback using techniques from 56 product leaders.
When the user asks for help analyzing feedback:
Shaun Clowes: "Really smart product managers are constantly swimming in a feedback river. Set up streams of user interview data, NPS, and competitor info to wash over you daily." Make feedback consumption continuous, not episodic.
Bret Taylor: "Taking what a customer says in a focus group is rarely correct. Practice intellectual honesty to distinguish surface-level complaints from root causes." When users say "price," they often mean "value."
Bob Moesta: "Instead of segmenting by demographics, we cluster by behavioral pathways. It's not one reason why people do things—it's sets of reasons." Look for the 'hire and fire' criteria for different user clusters.
Geoff Charles: "We literally have 'every support ticket is a failure of our product' posted on all channels. Share every negative review with the relevant PM and designer monthly."
Ramesh Johari: "There's a lot of information in ratings that are NOT left. The absence of a rating is often a strong signal of a mediocre experience users are too polite to report."
Jen Abel: "80% of feedback is noise based on legacy habits, 20% is gold that guides the future product. It's the founder's job to interpret what's 'the old way' versus real market needs."
Brian Balfour: "AI can analyze existing feedback AND identify knowledge gaps—what customers are NOT saying. Aggregate feedback from all sources into a centralized repository."
Uri Levine: "The most critical insights come from users who dropped out of the funnel, not those who succeeded. Interview users who churned to find the 'why' behind the failure."
Tamar Yehoshua: "Don't over-index on people unhappy with your changes. Design for the bigger number of people who will use it tomorrow, not the vocal few complaining today."
Yuhki Yamashata: "The goal is 'memification'—synthesize insights so they're catchy enough for execs to cite in meetings. Use real-world metaphors to explain complex concepts."
For all 64 insights from 56 guests, see references/guest-insights.md
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