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Using Asana to track customer feedback

In This Article

Effectively managing customer feedback is crucial for product development and improvement. This article guides you through using Asana to streamline the process of collecting, organizing, and acting on customer feedback for your products and features.

Setting up your feedback tracking system

  • Start by creating a dedicated project in Asana named "Customer Feedback for [Feature/Product X]."
  • Add custom fields like "Feature/Product," "Feedback Type" (Bug, Improvement, Suggestion), "Priority," and "Sentiment."
  • Use the forms feature to create a form that customers or team members can fill out to submit feedback. The form should include fields for the feature/product name, feedback type, and a detailed description.

Capturing and organizing feedback

  • Share the form link with customers via email newsletters, in-app prompts, or your support portal.
  • Feedback submitted through the form automatically appears in the dedicated Asana project, categorized by custom fields.
  • Create sections for different features or products and use tags to further categorize feedback.
  • Set up rules in Asana to automatically move feedback to specific sections based on keywords or custom field entries.

Analyzing and acting on feedback

  • Utilize Asana's advanced search to filter feedback by specific features or products, feedback type, and priority.
  • Leverage AI-powered insights like Smart summaries for sentiment analysis and to identify recurring themes or critical issues automatically.
  • Convert critical feedback into tasks and assign them to the relevant engineering or product team member with due dates and priority levels.
  • Regularly monitor the progress of feedback resolution and update stakeholders on progress using status updates. You can speed up this process using Asana AI and the Smart status feature.

  • Create dashboards to visualize feedback trends, sentiment analysis, and areas that require urgent attention.
  • Generate custom reports for product and engineering teams to review and act on the feedback.

Integrating with external tools

  • Automatically send feedback entries to corresponding channels in Slack for quick visibility, or connect with Zendesk to import customer tickets as feedback items.
  • Sync with Salesforce to ensure customer feedback from sales teams is also captured in Asana.
  • If you receive feedback via email, use the Asana for Gmail Add-on or Outlook integration to easily turn these emails into tasks in your project.

Best practices for feedback management

  • Regularly review and categorize incoming feedback.
  • Set up recurring team meetings to discuss feedback trends.
  • Use timeline view to plan feature improvements based on feedback.
  • Communicate with customers about how their feedback is being used.

By following these steps and leveraging Asana's features, your teams can efficiently manage customer feedback, leading to improved products and increased customer satisfaction.

Additional resources

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Manage Customer Feedback in Asana | Asana Help Center