Actionable Feedback Policy
We turn customer feedback into measurable product improvements.
Purpose
This policy defines how Hostao gathers and converts feedback into practical actions that improve reliability, usability, and customer outcomes.
Feedback Channels
- Support tickets and chat transcripts
- Customer surveys and NPS responses
- Sales calls and onboarding sessions
- Public community comments and social mentions
Actionability Criteria
Feedback is considered actionable when it is specific, reproducible, and tied to measurable impact (e.g., uptime, speed, support resolution time, churn risk).
Prioritization Framework
- Severity of customer pain
- Number of affected users
- Business and compliance impact
- Implementation effort and risk
Response Standards
We acknowledge feedback promptly and provide transparent status updates: received, in review, planned, in progress, or completed.
Closing the Loop
When feedback results in a change, we communicate outcomes through release notes, support updates, or direct outreach to affected customers.
Governance
Product, support, and engineering teams review high-impact feedback weekly. Leadership reviews trends monthly to ensure accountability.
Last updated: March 2026