Customer feedback

How to create a customer feedback project in Asana

There are a few ways to create your project. To get started quickly:

1. Start with our customer feedback template and customize it for your team’s needs.
2. Import an existing spreadsheet where you currently track feedback.

How to access all Asana templates

If you’re a free user, prefer to build your own feedback project from scratch, or want general best practices for Asana projects get started here.

If you want to track only the feedback for specific features, products, etc. create a project for each so feedback goes to the right place instead of one aggregated project. You can always add tasks to multiple projects if feedback should be tracked in multiple places.

Tips for managing customer feedback

1. Track feedback uniformly and spot trends with custom fields

If you used a template, you’ll already see a few custom fields, but if you want to change them or add more, just click the blue Add Custom Fields button at the top of your project.

Custom fields help you track key details on each task, and then filter and sort your project—like spreadsheet columns. Fields like sentiment, actionable, source, and priority can help your team make sense of feedback and prioritize effectively.

To quickly gauge feedback sentiment without running any analysis, you can sort your project by custom fields. Then you’ll be able to spot actionable feedback or customers that should be reached out to.

2. Easily capture feedback from anyone with forms

Feedback is vital to improve your offering, fix issues, and learn more about customer needs—but that isn’t possible if you track it in different ways or places. Instead, create a feedback form that’s directly connected to your customer feedback project. The form ensures feedback is captured uniformly so your team has all the details to action and analyze it with other feedback.

Set up a form by following the steps outlined here.

3. Make it easy for customers to submit feedback with your form

Forms can be submitted by anyone—even if they don’t use Asana—by sharing the form link with them. Make sure customer-facing teams know to send out the feedback form link instead of managing feedback via email. Customers will feel heard, without your team tackling an unruly inbox.

4. Use integrations to keep emailed feedback actionable

If you still happen to receive feedback via email, use the Asana for Gmail Add-on or Outlook app to easily turn these emails into tasks in your project. Other email client users can forward emails to specific projects to create tasks.

5. Keep your feedback organized over time

Though custom fields and forms help you start with organized feedback, assigning a Project Owner responsible for evaluating incoming feedback on a regular basis keeps it organized. You can assign them a recurring task to triage the feedback.

During the triage, if they notice that a similar piece of feedback has been reported already, they can merge the tasks to eliminate duplicate tracking.

6. Take action on feedback faster

Not all feedback needs immediate action, but if it does the Project Owner can assign the task and give it a due date. The task will already have all the necessary context for the assignee, and the expectations will be clear. That saves teams tons of time because they don’t have to go back and forth about what’s happening—and customers are happier to see that issues are resolved faster.