Client Feedback Triage Protocol (QA)

Client Feedback Triage Protocol (QA)

1. 01

   Set up a dedicated feedback channel for each client project

   Create a shared board or email alias where clients can submit issues, ensuring all feedback lands in one place rather than scattered across emails and calls.

2. 02

   Define severity levels and response SLAs with the client upfront

   Agree on what constitutes critical, major, and minor issues, and set response times for each. For example, critical bugs get a same-day response, while minor ones can wait 48 hours.

3. 03

   Instruct clients to annotate feedback directly on the live site

   If using a visual feedback tool like BugHerd, show clients how to click and comment on elements, which automatically captures screenshots and technical metadata like browser and OS.

4. 04

   Triage incoming feedback within 24 hours of submission

   Assign each item to the appropriate team member and tag it with the severity level. This prevents issues from sitting unresolved and keeps the client informed.

5. 05

   Convert accepted feedback into actionable tickets with clear acceptance criteria

   For each bug or change request, write a ticket that includes the expected behavior, steps to reproduce, and any relevant screenshots or links. This reduces back-and-forth during development.

6. 06

   Run a regression pass before marking any fix as complete

   After a fix is deployed, verify that the original issue is resolved and that no new issues were introduced in the process. This is especially critical for fixed-bid projects where rework eats margins.

7. 07

   Close the loop with the client by summarizing what was fixed and what remains

   Send a weekly or bi-weekly digest of resolved and pending items, so the client sees progress and knows what to expect next. This builds trust and reduces status-check emails.