# Feedback triage SOP

A repeatable workflow for processing customer feedback in 15 minutes a day.
Drop into Notion, Linear, or your team handbook.

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## Daily (15 min)

1. **Open the inbox.** Sort by newest. Aim to get to inbox-zero of *triage*,
   not of work.
2. **Read everything.** Even one-liners. The pattern matters more than each
   request.
3. **Classify.** For each item:
   - **Bug** → status `Open`, tag `bug`, assign engineer.
   - **Feature** → status `Open`, leave for cluster review.
   - **Question / support** → reply, then archive.
   - **Spam / abuse** → delete, ban if repeat.
4. **Status updates.** Move anything that's now `In progress` or `Completed`
   in your roadmap.

## Weekly (45 min)

1. **Cluster review.** Open the Clusters page. For every cluster with 3+
   members:
   - Is the AI title accurate? Edit if not.
   - Promote to roadmap if it's a real bet.
   - Merge with related clusters if duplicates.
2. **Voter list.** For top 10 clusters, glance at who voted. If a paying
   customer pushed it, mention them in the roadmap card so context survives.
3. **Public roadmap update.** Make sure every "In progress" card has a
   one-line public description.

## Monthly (60 min)

1. **Themes.** Pull the top 20 clusters by votes. What category dominates?
   If it's all "performance," you have a perf problem, not a feature problem.
2. **Talk to 3 voters.** Pick 3 customers who voted on multiple items. 15-min
   call each. Ask "if we built X, would you actually use it differently?"
3. **Kill list.** Mark `Closed` anything you've decided not to build. Email
   voters with the reason. Honesty > leaving in limbo.

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## Anti-patterns

- **Don't promise dates.** "Soon" or "this quarter" — never specific weeks.
- **Don't merge bug + feature clusters.** They have different SLAs.
- **Don't auto-respond.** A real human reply within 48h beats a bot reply
  in 5 minutes.
- **Don't hide the "Closed" reason.** People accept "no" if it's explained.

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*Adapted from Supoid's internal triage process.*
*Use freely. Attribution appreciated but not required.*