Meeting types · Customer feedback
Customer feedback meetings where the themes are already gathered and the hour picks the fix
Support quality reviews and voice-of-the-customer rounds share one failure: the dashboard gets read out, a few stories get retold, and the meeting ends without anyone owning a change. Curact moves the collecting into the days before, so the round is only the deciding.
And the round doesn't need a call. Support is on shift, CS is in customer calls, half the team is in another timezone — everyone still writes their entry, votes and asks questions from their phone.
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How do you run a customer feedback meeting remotely?
A customer feedback meeting is a session to review support metrics and agree on product improvements. Remotely, it works best when themes are collected from everyone who talks to customers before the call, ensuring that patterns are prioritised over individual anecdotes. Twenty-five minutes live plus async collection is the ideal rhythm.
- 01Send a theme collector to support and CS staff a few days before the meeting.
- 02Nudge KPI owners to update CSAT and ticket volume figures.
- 03Group submitted customer quotes and screenshots into five or six recurring themes.
- 04Open the session on the metrics trend, then move to the themes.
- 05Use a poll to decide which fix gets prioritised this cycle.
- 06Name an owner for each fix and carry the status into the next round.
Today
How the customer feedback meeting usually runs
A dashboard shared on screen, a handful of anecdotes retold from memory, and the same three complaints that surfaced last month — described again as if for the first time.
Anecdote beats pattern
One vivid call from an angry customer outweighs forty tickets saying something quieter. The room fixes the story it remembers, not the thing it hears most.
Themes never become work
A recurring issue gets named, everyone nods, and nothing leaves with a person and a date. Next month it is named again, in the same words.
The people closest to customers aren't there
Support is on shift, CS is in customer calls, field staff are in another timezone. The meeting is held by the people furthest from the conversation.
Nothing carries between rounds
Each review starts from a fresh dashboard, so there is no memory of what was promised last time or whether the fix actually moved the number.
The flow
Before, during and after — with the call optional
The same three phases the rest of Curact runs on, shaped for a team whose week is measured in conversations with customers.
Before
A collector goes out to everyone who talks to customers, and each person writes their own entry from a link. KPI owners are nudged for fresh figures, and agents surface topics that keep repeating in the channels and boards you point them at. The host groups it all into named themes in one review inbox — nothing reaches the deck unreviewed.
During
Optional and short. If you meet, the agenda is only the themes with a decision attached, with votes and questions arriving from phones — including from the people on shift. If you don't meet, the same blocks are answered async and the round still closes.
After
Chosen themes become follow-ups with an owner and a due date. The recap is a by-product of the round rather than a separate writing job, and can post back to Slack. Everything open returns next round with its status attached.
The collector slide. It becomes a link posted to support and CS, and every reply the host approves turns into its own slide.
A poll on the grouped themes. Everyone votes from their phone, including people on shift who never join the call.
Example
What one support and quality round actually looks like
A support team of eight, one recurring Thursday round, and no separate reporting job for anyone.
- Friday
A contribution collector goes out to support, CS and sales: the themes you heard this week, in your own words, with a screenshot or a customer quote if you have one.
- Monday
Entries land as their own slides with the contributor credited. Agents read the connected channels and boards and surface topics that keep repeating.
- Tuesday
KPI owners are nudged for fresh figures — CSAT, first-response time, ticket volume, reopen rate — so the numbers on the slide are this week's.
- Wednesday
The host works one review inbox and groups the entries into five or six named themes. The deck is finished before anyone joins.
- Thursday
Either a 25-minute call spent picking the two themes that get a fix this cycle, with votes coming in from phones — or no call, and the same blocks answered async.
- Next round
Each chosen theme comes back with its owner, its due date and what happened to the number. Unchosen themes return with a count of how often they've appeared.
Building blocks
The slides and agents that fit a feedback round
Nothing here is locked to a format — start from a ready-made deck and rewrite, reorder or delete.
KPI block
One slide per number — CSAT, first response, ticket volume, reopen rate — with a named owner nudged for a fresh figure before the round.
Contribution collector
One question to everyone who talks to customers. Answers arrive as slides in the contributor's own words, with credit.
This-or-that and polls
Which fix goes first, ship the workaround or wait for the real thing — answered from phones, including by people who never joined a call.
Anonymous scale
How confident are we that last round's fix actually landed? A quiet honest signal before the discussion starts.
Questions from the room
Anyone can ask in writing, before or during, anonymously if they want. Answers stay readable after the round.
Follow-ups carried forward
Every decision leaves with an owner and a date, and reappears in the next deck with its status attached.
Agenda
A 25-minute feedback agenda, and the days around it
Use this agenda to move your customer feedback cycle from anecdotes to patterns. Curact ensures the themes are gathered before the call, so you only meet to decide.
Yours to use, with or without Curact. No signup for the template.
Templates
Three ready-made versions of this meeting
Pick the depth that fits the week. Every template opens as a real deck you can edit, reorder or throw away.
Short
The 20-minute theme check
The top theme, one customer's own words, one fix — enough to keep patterns from going stale.
20 min · 6 slides
- 1.Customer Feedback
- 2.The theme this cycle
- 3.In the customer's own words
- 4.How confident are we last cycle's fix actually landed?
- 5.Ship a status-tracker workaround now, or wait two weeks for the real fix?
- + 1 more
Standard
The full feedback round
Several themes with their numbers, a customer's own words, a vote on what gets fixed, and owners for each.
30 min · 9 slides
- 1.Customer Feedback
- 2.Join in
- 3.The KPIs this cycle
- 4.The themes this cycle
- 5.In the customer's own words
- + 4 more
In depth
The monthly voice-of-the-customer review
A wider look across support, CS and sales: recurring themes over time, several customer voices, and the fixes that shape next month.
53 min · 13 slides
- 1.Customer Feedback — Monthly Review
- 2.Join in
- 3.The KPIs this month
- 4.The themes this month
- 5.In the customer's own words — refund status
- + 8 more
FAQ
Questions support and CS leads ask first
Does this replace our helpdesk or CSAT tool?
No. The helpdesk stays where tickets live and your survey tool stays where scores are measured. Curact is where the weekly round happens: the numbers pulled forward as their own slide with a named owner, the themes people actually heard, the decision about what gets fixed, and the follow-ups that come back next round with a status.
How do we stop prioritising by anecdote?
Because the input is collected before anyone speaks. Everyone who talks to customers writes their own entry from a link, so the room sees how many people independently raised the same thing — not just the story told most vividly. The numbers sit next to the themes on the same deck, with an owner attached to each figure.
Can support staff take part without joining a call?
Yes, and that is the point. Agents on shift, people in other timezones and the colleague who is off that day all write their entry when it suits them, ask questions in writing, and vote from their phone. If a live session happens it is short, and the people who miss it still see the same deck and the same decisions.
What happens to themes we decide not to fix?
They stay on the record rather than disappearing. A theme that is not picked this round comes back in the next deck with its status, so the fifth time it appears that is visible to everyone instead of being a feeling one person has.
How much of the deck does the AI write?
Agents read the sources you point them at — support channels, boards, the KPI register, and outside sources for watch agents — and propose slides and findings with a suggested owner. They never publish. Everything waits in a review inbox until the host accepts it, and an agent cannot overwrite a slide someone already approved.
Can we run the whole round with no meeting at all?
Yes. The collected themes, the KPI slides, the vote on what to fix first and the questions can all be answered async. Many teams keep a 20-minute call for the one or two calls that need argument, and run everything else in the days around it.
Instead of
What does this replace?
Customer feedback loops are often spread across helpdesks, Slack and spreadsheets. The cost isn't in the tools — it's in the gaps between them.
A support dashboard on a wall screen
Everyone sees the trend, but nobody leaves with a specific fix they own.
Themes are grouped into slides with named owners and due dates, so they become actual work instead of just data points.
Weekly helpdesk export
Vivid anecdotes from one rep often drown out the quieter, more important patterns.
The collector gathers themes from everyone before they speak, so the real pattern is visible before any one story takes over.
Slack threads for 'voice of the customer'
They are great in the moment but disappear as soon as the next high-priority ticket arrives.
Recurring themes reappearing in the deck with a 'round count' force the team to address the slow, systemic problems.
Curact does not replace Slack, your boards or your video call. It sits next to them: the deck is the meeting, and the tools you already pay for stay where they are.
Built by Textalk
Curact is made by Textalk AB in Sweden, a software company that has run its own distributed weekly meeting for years. This is the tool we built for ourselves first.
Participants need no account
People join from a link or a code on screen and answer from their phone. Only the people who build the deck need a login.
Works next to your stack
Slack for the reminders and the recap, your boards for the source material, any video tool for the call itself.
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The trial is the full product, not a stripped demo. Nothing to cancel if you walk away.
Written and reviewed by the Curact team. Last reviewed August 2026.
Other meetings teams run this way
All-hands / town hall
Questions asked and upvoted before the meeting, teams writing their own spotlight, and the deck readable afterwards for every time zone.
Read moreKPI & business review
Each number has an owner who is asked for a fresh figure, last period carries over, and follow-ups come back with a status.
Read moreProject kickoff
Goal, scope, milestones and risks written by their owners in advance, and every open decision leaving with a name and a date.
Read moreRun your next feedback round with the themes already gathered
Set up the series once, connect the channels and numbers you already track, and let the week do the collecting. Keep the call or drop it — the round works either way.
30 days, no card, cancel in one click.