Customer Experience And Product Feedback Cookbook

Use Kommon Poll to find customer issues, product feedback, support needs, feature requests, and recurring complaints.

Use this cookbook when customer experience, product, support, or operations teams need to understand what people are asking for or struggling with.

1. Goal

Customer experience and product feedback monitoring should answer:

• What are customers complaining about?
• Which product features are mentioned most?
• Which issues are increasing?
• Which platforms contain support requests?
• Which comments need a reply?
• Which feedback should product or operations review?
• What examples should be exported for investigation?

2. Project Setup

You can use an existing brand project or create a dedicated feedback project.

Create a dedicated project when:

• The feedback program has its own owner.
• The product team needs separate reports.
• Support issues should not be mixed into broad brand reporting.
• The query needs product-specific terms.

Suggested title:

Brand - Customer Feedback - [Product or Market]

3. Suggested Query Structure

Start with brand and product terms.

("Brand Name" OR BrandName) AND ("Product Name" OR "feature name" OR app OR service)

For support-specific monitoring:

("Brand Name" OR BrandName) AND (broken OR issue OR problem OR "not working" OR refund OR support OR complaint)

Do not make the query too negative if you also need feature praise, recommendations, or purchase intent. Use sentiment and intent filters after collection.

4. Tracking Sources

Track sources where customers leave feedback:

• Official social pages.
• App store review listings.
• Google Reviews.
• Product review pages.
• YouTube videos.
• Support-related public communities.
• Campaign or product hashtags.

Use Backfill 30 Days for important review listings or support sources when recent history matters. Use From Now Only for new sources.

5. Filters For Feedback Review

Use:

• Negative sentiment.
• Intent filters such as complaint, inquiry, recommendation, or support request where available.
• Subtopics and product topics.
• Mention type: comments or posts.
• Platform or source.
• Domain or review listing.
• Priority.
• Reach.
• Language or country.

Use tags to create operational categories:

• Bug.
• Feature request.
• Pricing.
• Delivery.
• Refund.
• Support needed.
• Resolved.
• Product team.

6. Daily Triage Workflow

1. Open the feedback project.
2. Set date range to today or last 24 hours.
3. Filter by negative sentiment, complaint intent, or support-related topics.
4. Sort Mentions by newest.
5. Review priority and high-reach mentions.
6. Use Reply or Generate Response where supported.
7. Use Message where direct follow-up is supported.
8. Tag the issue type.
9. Mark the item complete after handling where the workflow supports it.
10. Add major examples to a report.

7. Weekly Product Insight Workflow

1. Set date range to the last 7 days.
2. Review topic, keyword trend, hashtag, domain, and platform charts.
3. Filter by product topics.
4. Review top negative and high-engagement mentions.
5. Tag recurring issue themes.
6. Ask Kommon Poll AI to summarize the main customer issues.
7. Verify the summary against mention examples.
8. Export Full Card Data CSV for product analysis if needed.
9. Export a PDF or Slides summary for stakeholders.

8. Best Practices

• Keep support tags consistent.
• Separate operational triage from reporting.
• Correct sentiment on important examples.
• Verify original sources before escalation.
• Use Full Card Data CSV for deep product review.
• Track app store and review listings where supported.
• Report both issue volume and representative examples.
• Close the loop by marking handled workflow items complete.

9. Checklist

• Product and support terms are included.
• Review sources are tracked.
• Feedback tags are defined.
• Alerts are routed to support or CX.
• Product team knows where exports are stored.
• Weekly review cadence is defined.
• Examples are verified before product decisions.