Your customers are telling you what's broken — you just can't hear the signal through the noise
A structured synthesis of your customer feedback across support tickets, NPS, and interviews — ranked by frequency, churn impact, and revenue, so you know exactly what to fix and in what order.
Feedback piles up. Decisions don't follow.
Most SaaS teams collect more feedback than they know what to do with. Tickets pile up in Intercom. NPS responses sit unread in a spreadsheet. Customer interviews produce notes nobody revisits. The problem isn't the volume — it's the lack of structure for turning signal into decisions.
You know customers are unhappy but not why
The NPS score is dropping, detractor responses are coming in, and the team is guessing at what's driving it. Without synthesis across channels, each person on the team has a different theory — and the roadmap reflects all of them, satisfying none.
Support is putting out fires instead of surfacing patterns
Your support team is handling individual tickets, not building a picture of systemic problems. The same issues come up week after week in different forms — friction in onboarding, a missing feature category, a confusing pricing structure — and nobody is connecting them.
The roadmap is driven by the loudest customers, not the right ones
When feedback isn't structured, the features that get built are the ones requested most loudly — not the ones with the highest churn impact or revenue potential. The result is a roadmap optimized for the wrong customers.
What you walk away with
A synthesized view of what your customers are actually experiencing — organized into themes ranked by frequency, churn correlation, and revenue impact — with specific CX improvements prioritized by what will move the metrics that matter.
Pre-Session Questionnaire & Feedback Review
You complete a structured intake and share access to your feedback sources — support tickets, NPS responses, customer interview notes, churn survey responses, or any combination. I review and synthesize the raw data before the kickoff call, identifying the patterns worth discussing.
Kickoff + Delivery
A 30-minute kickoff call to align on your customer segments, your current CX priorities, and which feedback sources are most relevant. I complete the full synthesis between calls. A 60-minute delivery call to walk through the themes, the prioritization framework, and the recommended CX improvements.
Feedback Synthesis & CX Plan
A written document covering: the top themes across your feedback sources with frequency and churn-impact ratings, the CX improvements with the highest return on effort, and a prioritized action plan with specific changes to make — to the product, the support experience, and the communication at key friction points. Session transcript included.
Three steps from scattered feedback to a clear CX plan
Two calls bracketing the synthesis work. From raw feedback to prioritized CX plan in under two weeks.
You share your feedback sources
After booking, you complete a structured questionnaire and share access to your feedback data — support tickets, NPS responses, interview notes, churn surveys. The more sources, the more complete the picture. Even one well-documented source is enough to start.
We align on segments and priorities
A 30-minute kickoff call to confirm which customer segments matter most, what CX problems you're already aware of, and what the synthesis needs to answer. I then complete the full feedback analysis between calls.
You get themes ranked by what matters
A 60-minute delivery call to walk through the themes, the prioritization, and the specific CX improvements. The written plan follows within 48 hours — organized so you can hand it directly to your product and support teams as a brief.
Sound like your situation?
CX synthesis matters most when feedback is accumulating but decisions aren't following from it. Here are the most common situations.
"Our NPS has been dropping for two quarters and we don't know what's driving it"
Aggregate NPS trends tell you that something is wrong. They don't tell you what. This engagement reads across your detractor responses, your support tickets, and your churn feedback to find the common thread — and rank the fixes by impact rather than volume.
"Our support team is overwhelmed and we can't tell what's a product problem vs a training problem"
High support volume is always partly a product problem and partly a documentation or training problem. This engagement separates the two — identifying which tickets represent genuine product friction that should be resolved in the product, and which can be addressed with better education.
"Customers are requesting things in every direction and we need to know what to actually build"
Feature requests without prioritization are noise. This engagement turns the noise into a ranked signal — organized by which requests come from your ideal customer profile, which ones correlate with retention, and which ones represent the highest product leverage.
"We've been doing churn interviews but we haven't synthesized what we're hearing"
Raw interview notes are only useful if they're synthesized into patterns. If you have a body of churn interviews sitting in a folder somewhere, this engagement extracts the themes, ranks them by frequency and impact, and turns them into a specific set of product and CX decisions.
One synthesis. A CX plan your team can execute.
This engagement requires reading and synthesizing real feedback data across multiple sources — not just talking through what you think the issues are. The analysis happens between calls. The price reflects that.
Customer Feedback & CX
30-min kickoff + 60-min delivery call
- Pre-session questionnaire + review of your feedback sources
- Cross-source synthesis: support tickets, NPS, interviews, churn surveys
- 30-minute kickoff call to align on customer segments and priorities
- Full feedback synthesis conducted between calls
- 60-minute delivery call to walk through themes and CX recommendations
- Written synthesis report: themes ranked by frequency and churn impact, prioritized CX improvement plan
- Session transcript included
Frequently asked questions
What makes you qualified to synthesize customer feedback?
I've worked on CX and customer feedback systems across B2B SaaS products at multiple stages — including building the support and feedback infrastructure at 3dcart, leading omnichannel CX integration at Gorgias (a CX platform), and synthesizing customer feedback into product decisions at Jewelers Mutual. I approach feedback synthesis the same way I approach any product problem: find the structural pattern underneath the individual signals, rank by impact rather than volume, and turn it into decisions a team can actually act on.
Can we sign a mutual NDA before you review our customer data?
Yes — happy to sign a standard mutual NDA before you share support tickets, NPS data, or customer interview notes. I can send a short one or sign yours. Just request it during scheduling.
What feedback sources do you work with?
Any combination of: support tickets (Intercom, Zendesk, Freshdesk, or similar), NPS survey responses, customer interview notes or recordings, churn exit survey responses, app store reviews, and sales call notes. You don't need all of these — even one well-documented source produces useful synthesis. The more sources you can share, the more complete the picture.
We don't have structured feedback — just a pile of tickets. Is that enough?
Yes. Unstructured tickets are the most common starting point. Part of the synthesis work is imposing structure on raw data — categorizing by theme, weighting by frequency, and cross-referencing against your churn data where it's available. The output will be more structured than the input.
How is this different from a customer success or support audit?
A support audit focuses on the support operation — team structure, response times, tooling, escalation paths. This engagement focuses on what the feedback is telling you about the product and the customer experience. The output is a product and CX decision brief, not a support team recommendation. If your churn is driven by product gaps rather than support quality, this is the right starting point.
If the synthesis surfaces a churn problem, should I do the Churn & Retention engagement instead?
The two engagements are complementary. Customer Feedback & CX identifies what's driving dissatisfaction and where the experience breaks down. Churn & Retention goes deeper into the cohort data, the involuntary vs voluntary churn split, and the intervention points in the lifecycle. If churn is your primary concern, start with Churn & Retention — it will surface the feedback synthesis as a component.
How soon can we meet after I book?
Usually within one to two weeks. I schedule the kickoff call within 5–10 days of receiving your questionnaire and data access. The delivery call follows 5–7 days after the kickoff.
Turn the feedback pile into a prioritized CX plan
One synthesis. Themes ranked by impact. Specific improvements your team can act on.