Start with the decision and collection boundary
A manager needs to know whether the evidence supports a change, not simply whether a score went up. Put the service period, collection dates, invitation route and question version beside the result. State who could respond and who could not. If the form was interrupted or changed, say so before comparing its figures.
The following report is entirely fictional. It demonstrates a reporting structure, not typical performance or a statistically representative sample. Its invitation and answer counts are different quantities; the report does not pretend that silence has a known meaning.
A completed one-period report
| Report field | Completed example |
|---|---|
| Decision | Should the collection email’s entrance directions be corrected? |
| Scope | One service week; collection email v2; questionnaire v1; 40 invitations sent. |
| Submissions | 10 submitted records. Delivery of every invitation and unique recipient coverage were not established. |
| Relevant experience | 8 report collecting in person; 1 did not and 1 is unsure. |
| Clarity answers | Of the 8 eligible records: 5 Very clear, 1 Somewhat unclear, 2 did not use the directions. The clarity denominator is 6. |
| Comment clue | Two comments describe the map or entrance. Themes may overlap with praise about the repair. |
| Check and decision | Operations reviewer compares the email map with the intended entrance. Correct only a demonstrated mismatch. |
| Limit | This is feedback from respondents, not an estimate of all customers’ experience. |
Do not report “80% customer satisfaction” from the eight eligible submissions: eligibility is not satisfaction. If percentages help, give the actual numerator and denominator and keep the small counts visible.
Separate the quote, interpretation and confirmed finding
A comment saying “The map sent me to the side gate” is a respondent’s account. “The email map is wrong” is an explanation to check. “The saved map destination differs from the approved entrance” is a finding only after the comparison actually occurs. Keep these three stages distinct in the report.
Use a short paraphrase or an appropriately permitted quote only when it helps the decision. Avoid identifying details. A theme count should specify whether it counts comments, records or people. If one comment contains praise and criticism, preserve both; do not force it into a single positive/negative bucket.
Finish with an owner and the next observation
- Name the role that owns the specific check or correction.
- Record completed, blocked, no-change or awaiting evidence—not only a green status.
- Identify the next observation that could change the decision, such as whether the corrected map actually points to the intended entrance.
- Keep later feedback tied to its service date and question version. A second period is not automatically comparable.
Use the review meeting to resolve the decision and the action record for accountability. A corrected link is an operational result; improved satisfaction, retention or sales remain separate claims requiring evidence.
References and evidence limits
Product documentation describes the provider’s stated behavior, not our hands-on results. Worked records are fictional; methodological guidance does not certify a questionnaire or its findings.