Managing Feedback
Review, action, and close feedback.
Once feedback is recorded, you need to review it and decide what action to take.
Workflow
Each piece of feedback moves through these statuses:
New
Recorded, not yet reviewed
Under Review
Being evaluated
Actioned
Action taken
No Action Required
Reviewed, no action needed
When closing feedback, choose Actioned if you did something about it, or No Action Required if you reviewed it and decided no response was needed. Either way, record why — this shows auditors you didn't just dismiss it.
Recording Communication
Use action logs to document how you handle feedback — emails sent, phone calls, meetings, or internal notes. You can attach files to each action (like a copy of an email). This creates a timeline showing what was done and when.
Linking to Follow-Up Work
From a feedback record, you can create linked:
Continuous Improvements — turn feedback into improvement initiatives
Risks — document risks the feedback revealed
Tasks — assign specific follow-up work
When you action feedback, any linked items are summarised in your action notes.
Editing and Reopening
You can only edit feedback while it's New or Under Review. Once closed, the edit option disappears — this protects the audit trail.
If you need to make changes or take further action on closed feedback, use Reopen to return it to Under Review first.
History
Every feedback record keeps a full history of changes — when it was created, edited, actioned, and by whom. Check the History tab if you need to see what happened or demonstrate your process to an auditor.
Trends Report
Go to Reports → Feedback Trends to see patterns across your feedback — volume over time, breakdown by category and stakeholder type, and tone distribution. Use this to spot recurring themes or areas getting more negative feedback.
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