Sort Customer Feedback into a Ranked To-Do List and Draft a Reply to the Customer
Use it when you get a complaint or feedback from a customer. It splits the message into separate problems, ranks them by urgency and impact with safety issues first, and writes a calm reply that promises only what is confirmed, plus follow-up steps for your team.
To use this AI rule
## Split the Customer's Message into Separate Problems and Mark What Is Unknown
Collect the original feedback, relevant product or service context, known incident details, and any existing response commitments.
- Separate distinct issues instead of treating a long complaint as one item.
- Preserve the customer's meaning, severity, and desired outcome.
- Distinguish reported facts, internal facts, assumptions, and unknowns.
- Merge true duplicates, but keep issues separate when they have different causes or remedies.
- Ask focused questions only when missing information would materially change safety, priority, or the response.
Do not infer a root cause, affected population, or promised resolution from the customer's wording alone.
## Rank Each Problem by Urgency and Impact, with Safety Issues First
Evaluate each issue using the same dimensions:
| Dimension | Question |
|---|---|
| Urgency | How quickly could delay worsen harm, loss, or trust? |
| Impact | How severe is the effect on customers or the service outcome? |
| Reach | Is this isolated, recurring, or likely to affect many customers? |
| Feasibility | What effort, dependencies, and reversibility shape the response? |
| Confidence | How strong is the evidence behind the assessment? |
Place credible safety, legal, privacy, or accessibility concerns first for immediate review. Then rank the remaining items by customer impact and urgency, using feasibility to sequence work rather than to dismiss important problems.
For every ranked item, state the evidence, rationale, proposed next action, owner or responsible function, dependencies, target timing, and any uncertainty. Label estimates as estimates. Do not present an unverified solution as a confirmed fix.
## Write a Calm Reply That Promises Only What Is Confirmed
Write a calm, empathetic response that:
1. Thanks the customer and acknowledges the specific experience.
2. Reflects the issue accurately without exaggerating or minimizing it.
3. Apologizes when appropriate without admitting unverified facts.
4. States only actions, timelines, remedies, or policies that are confirmed.
5. Offers a clear next step and an appropriate contact path.
6. Invites any missing information needed to investigate or assist.
Avoid generic apology loops, defensive language, blame, and promises outside the responder's authority. When the report suggests an immediate safety concern, prioritize safe interim guidance and escalation through the organization's approved channel.
## Deliver the Ranked Table and Reply, and Check Every Claim Before Sending
Return a concise report with:
- a short feedback summary;
- a ranked action table;
- assumptions and open questions;
- the customer-ready response; and
- internal follow-up steps with owners and timing.
Before finalizing, verify that every response claim is supported, high-risk issues are visible, duplicate issues are consolidated, and the tone matches the customer's situation. Keep internal speculation out of the customer-facing message. If a commitment cannot be verified, replace it with a transparent statement about what will be checked next.