Actionable feedback policy

What we mean by actionable feedback

Plenty of companies collect feedback and do nothing with it: a form, an auto-reply, then silence. We treat feedback as work to act on, not a box to tick. Every piece of feedback gets read by a person, gets a reply, and where it points to a real problem, gets fixed.

How to give us feedback

Reach us in whatever way suits you. You do not need to be a client to give us feedback.

• Email [hello@conxept.com] for anything general.
• Email [corrections@conxept.com] to flag an error in something we published.
• Use the form on our contact page.
• [Add the review platforms and social channels you actually monitor, for example Google, Clutch, or LinkedIn.]

How we respond

Here is what happens after you reach us:

• We acknowledge it. A person confirms we received your feedback within [X business days], so you are not left wondering.
• We look into it. We work out whether it is an error to fix, a suggestion to weigh, or something we need to explain.
• We reply with what we will do. You get a straight answer: what we are changing, or, if we are not acting on it, why.

We would rather tell you no with a reason than go quiet.

How we decide what to act on

Not every piece of feedback leads to the same response, and we are honest about that:

• Errors and broken things. We fix these first, and quickly.
• Suggestions and requests. We weigh these against what helps the most people and what fits the work. Good ideas get built, and we tell you when yours does.
• Feedback we disagree with. We still read it, and we tell you plainly why we are not acting, rather than ignoring you.

Being accountable means saying no with a reason, not saying yes to everything.

How we stay transparent

We do not hide criticism or quietly delete it. When feedback leads to a change, we are happy to say so. For published content, we note corrections openly rather than editing in silence, in line with our publishing principles. [If you keep a public changelog or a record of changes made from feedback, link it here.]

Engaging with the public

We respond to reviews and public comments, including the critical ones, in our own name. We do not post fake reviews, pay for praise, or bury honest complaints. If someone makes a fair point in public, we answer it in public.

What we will not do

The clearest way to describe the policy is to say what it rules out:

• Ignore feedback or let it sit unanswered.
• Delete or hide honest criticism.
• Write or buy fake reviews.
• Argue to win rather than to fix.

Who owns this

Managing Director, If you are not happy with how we handled your feedback, say so, and it goes to [owner or founder]. An actionable feedback policy is only worth having if a real person owns it.