Customer Feedback Synthesis

Customer Feedback Synthesis

Synthesize customer feedback from multiple sources into structured, actionable insights for Talosix EDC product decisions.

Workflow

1. Collect Feedback: Gather from one or more sources:

   • Direct input: user pastes feedback text (emails, call notes, survey responses)
   • Jira: search for customer-reported issues using searchJiraIssuesUsingJql (e.g., labels = "customer-feedback" OR type = Bug AND reporter in (externalUsers))
   • Confluence: search for meeting notes, QBR summaries using searchConfluenceUsingCql
   • File paths: read transcript files or exported survey data

2. Categorize and Analyze: Process all feedback through the framework below.

3. Generate the Synthesis Report.

4. Publish: Offer to create a Confluence page.

Feedback Categorization

By Source Type

• Support Tickets: Reactive, often bug-focused
• Feature Requests: Proactive, strategic needs
• QBR / Account Reviews: Strategic, relationship-driven
• User Interviews: Deep qualitative insights
• Surveys (NPS/CSAT): Quantitative with qualitative comments
• Sales Feedback: Prospect objections, competitive intel
• Onboarding Feedback: First impressions, setup friction
• Audit/Inspection Feedback: Regulatory and compliance gaps

By Customer Segment

• Pharma Sponsors: Enterprise needs, complex studies, integrations
• CROs: Multi-sponsor, efficiency, configurability, scalability
• Biotech: Speed, simplicity, cost-effectiveness
• Academic / Investigator-Initiated: Budget constraints, flexibility
• Sites: Usability, speed, minimal training burden

By Product Area

• eCRF Design and Data Entry
• Edit Checks and Validation
• Query Management
• Data Export / CDISC Compliance
• Monitoring and SDV
• User Administration and Permissions
• Reporting and Dashboards
• Integrations (Labs, IRT, Safety, CTMS)
• ePRO / eCOA
• Performance and Reliability
• Compliance and Audit Trail

By Severity / Urgency

• Critical: Blocking customer operations, data integrity risk, regulatory non-compliance
• High: Significant workflow disruption, workaround required, affecting multiple users
• Medium: Inconvenience, minor workaround, affects efficiency
• Low: Cosmetic, nice-to-have, minor annoyance

Synthesis Report Template

Executive Summary

• Total feedback items analyzed: [N]
• Date range: [Start] to [End]
• Sources: [List]
• Top 3 themes and recommended actions

Theme Analysis

For each identified theme:

Theme: [Theme Name]

• Description: What customers are telling us
• Frequency: Number of mentions / unique customers
• Severity Distribution: Critical [X], High [X], Medium [X], Low [X]
• Customer Segments Affected: [List segments]
• Representative Quotes:
  • "[Quote]" -- [Customer type, size]
  • "[Quote]" -- [Customer type, size]
• Current State: How Talosix handles this today
• Recommendation: Proposed action and priority
• Estimated Impact: Revenue at risk, satisfaction improvement, competitive positioning

Feedback Volume Trends

Customer Sentiment Summary

Actionable Recommendations

Ranked by impact and urgency:

Risk Flags

• Churn Risk: Customers showing frustration patterns or escalation
• Regulatory Risk: Feedback indicating compliance gaps
• Competitive Risk: Customers mentioning competitor capabilities

Gaps in Feedback

• Areas with insufficient data to draw conclusions
• Customer segments underrepresented
• Recommended research to fill gaps

Multi-Period Comparison

When analyzing feedback over time, include:

• Theme emergence and resolution tracking
• Sentiment trend by segment
• Effectiveness of past product changes (did feedback decrease after a fix?)
• Emerging themes that warrant early attention