This standard ensures customer feedback is continuously captured, analysed, and acted on-closing the loop between delivery and real-world outcomes. It helps teams stay responsive, reduce waste, and build what truly matters.
Aligned to our "Fast Feedback Loops" policy, this standard turns insights into action and strengthens user-centric design. Without it, teams risk drifting from user needs, repeating mistakes, and missing opportunities for improvement.
Clearly defined impacts of meeting this standard include improved delivery flow, reduced risk, higher system resilience, and better alignment to business needs. Over time, teams will see reduced rework, faster time to value, and stronger system integrity.
Level 1 – Initial: Feedback is anecdotal and acted upon inconsistently.
Level 2 – Managed: Basic mechanisms exist to collect and log feedback.
Level 3 – Defined: Feedback is collected systematically and used to inform decisions.
Level 4 – Quantitatively Managed: Feedback loops are measured for timeliness, resolution, and impact.
Level 5 – Optimising: Feedback is continuous, contextual, and shapes roadmap and design in real time.