Triage negative feedback

Respond calmly to negative feedback and decide what follow-up the issue needs.

Where this lives

Negative feedback should be triaged by severity, recoverability, and whether the issue points to an individual incident or a recurring process problem.

How to sort it

• Service failures that affect safety, timing, or money should be treated as urgent.
• Single frustrated comments still matter, but trends across similar complaints matter more for process improvement.
• Separate emotional tone from the actionable facts in the comment.

How to respond well

• Route recovery cases to the right owner quickly.
• Use notes and follow-up records so the team can see what was promised to the customer.
• Turn repeat complaints into training, policy, or routing changes instead of solving the same issue one customer at a time.