FIELD NOTE · TellFVL
A one-page monthly feedback review
Show what was heard, what changed, and what remains uncertain.
Begin with the collection context
State the date range, channel, invitation criteria, and number of completed responses. If you know delivered invitations and starts, show those counts with the completion measures. If you do not have a reliable denominator, say so. A public QR form, a post-visit email, and a staff-led interview should not be merged into one apparently comparable percentage without explaining how each response was collected.
Summarize themes without hiding the sample
Use a small set of categories and show counts alongside a few carefully anonymized examples. Avoid publishing recognizable customer details or treating a striking quotation as a representative finding. One response can belong to more than one theme; if that happens, explain that the theme totals can exceed the number of responses. Distinguish your interpretation from what the customer actually said.
Connect each proposed change to an owner
For example, 12 of 60 responses may mention confusing appointment instructions. The proposed action could be to rewrite the confirmation email and check a sample of later replies. Name the owner and target date. Keep a separate line for unresolved individual cases so a trend report does not become the only record of a customer awaiting a response. A completed internal edit is not yet proof of an improved customer experience.
Carry one test into the next period
Choose the evidence you would expect to see if the change helped: fewer clarification requests, a clearer answer on the same question, or fewer repeats of the issue. Preserve the wording and invitation rules where possible. If the sample is small or the process changed, report the result cautiously with counts. The review should support decisions and follow-through, not generate a larger collection of percentages with no operational use.
Prepared with AI assistance. Examples are constructed for explanation, not reported customer results. Corrections are welcome through the contact page.
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