User Feedback Collection Checklist Template

What the User Feedback Collection Checklist Covers

1. 1
   Phase 1

   Phase 1: Feedback Channel Setup & Programme Design

   5 tasks

   • Confirm reactive channels are active — in-app feedback button or mechanism; support ticket system; and monitoring for app store reviews and social mentions
   • Set up NPS survey — triggered at the appropriate moment in the user journey (not immediately on sign-up; at first value moment or Day 7/30); automated, not manual
   • Set up product analytics — event tracking for all key user actions; funnel analysis for activation and core use journeys; retention cohort analysis
   • Define the feedback synthesis cadence — weekly for support tickets; monthly for NPS and interview synthesis; quarterly for in-depth user research
   • Define who owns the feedback programme — a named product manager or customer success lead; feedback that has no owner is feedback that is not acted upon
2. 2
   Phase 2

   Phase 2: NPS & In-App Surveys

   5 tasks

   • Run NPS monthly or quarterly — “How likely are you to recommend [product] to a colleague? (0–10)” with an open-text follow-up question
   • Segment NPS results — Promoters (9–10), Passives (7–8), Detractors (0–6); the open-text comments are more actionable than the number
   • Follow up with Detractors — within 24–48 hours; understand what drove the low score; this is churn prevention as well as research
   • Run targeted in-app surveys — on specific features or user journeys; triggered by behaviour; keep surveys to 1–2 questions
   • Review survey response rates — if below 15%, improve timing or reduce frequency; survey fatigue produces biased samples
3. 3
   Phase 3

   Phase 3: Scheduled User Interviews

   5 tasks

   • Schedule 4–6 user interviews per month — mix of new users (activation understanding), active users (depth of engagement), and churned users (exit interviews)
   • Prepare an interview guide — open-ended questions aligned with current product hypotheses; not a satisfaction survey
   • Ask about behaviour, not intentions — “Walk me through the last time you used [feature]” not “What features do you wish we had?”
   • Document exact user language — the phrases users use to describe problems and workflows are the most valuable output; quotes used verbatim in the synthesis
   • Share interview insights with the broader team — a monthly “voice of customer” summary distributed to product, engineering, sales, and CS
4. 4
   Phase 4

   Phase 4: Reactive Feedback Review & Triage

   4 tasks

   • Review support tickets weekly — for patterns; not individual resolution but for product insights; which issues recur? What do they indicate about product gaps?
   • Review app store and G2/Capterra reviews — weekly or biweekly; respond to all reviews; extract specific product feedback themes
   • Monitor social mentions — for unsolicited feedback; both positive (advocacy signals) and negative (problem signals)
   • Log all feedback in a centralised system — by source and theme; prevents insights from being lost in individual inboxes
5. 5
   Phase 5

   Phase 5: Product Analytics Review

   5 tasks

   • Review the activation funnel weekly — sign-up to first key action; where are users dropping off?
   • Review feature adoption rates — which features are used by what percentage of active users? Features with low adoption may indicate discoverability, usability, or value problems
   • Review retention cohorts — Day 7, Day 30, Day 90 retention by cohort; trends improving or declining?
   • Watch session recordings — for key user journeys; 5–10 recordings per week reveal usability issues that surveys miss
   • Identify correlation between feature adoption and retention — which features, when adopted, most correlate with 90-day retention? These deserve onboarding investment
6. 6
   Phase 6

   Phase 6: Feedback Synthesis & Road Map Input

   4 tasks

   The synthesis step is where feedback becomes insight. Raw feedback is not road map input — synthesis across multiple sources is. Users ask for features; they need solutions to problems. The synthesis step converts the feature request into the underlying problem.

   • Monthly synthesis session — review all feedback sources; identify recurring themes; distinguish between feature requests and underlying problems
   • Use the job-to-be-done framing — for every feature request: “What job is the user trying to get done? Is there a better solution to the underlying job?”
   • Create and update the feedback themes document — top 5–10 recurring themes by frequency and severity; shared with the product team monthly
   • Feed into the product road map — with context (how many users? How severe? What user language?); as a primary evidence source but not the sole input
7. 7
   Phase 7

   Phase 7: Closing the Loop With Users

   4 tasks

   Closing the loop — telling users what you did with their feedback — is the single most impactful action for building a user community that continues to give you feedback. Users who feel heard become advocates. Users who feel ignored stop engaging.

   • Respond to all individual feedback submissions — within 48 hours; even if the answer is “we’ve noted this and it’s on our radar”
   • Notify users when their specific feedback results in a feature — “You suggested X; we built it”; this is the highest-impact retention and advocacy touchpoint in the product lifecycle
   • Publish a changelog or product updates page — that connects new features to the feedback that drove them; “You asked, we built” framing
   • Share feedback themes with the user community — in a regular product update or newsletter; “here is what we are hearing and what we are doing about it”