Customer Request Intake and Scoring
Handle feature requests without chaos.
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Set up a feature request process. Sources (sales, support, email, community): [SOURCES]. Volume per month: [VOLUME]. Tools: [TOOLS]. Design: an intake form (customer or segment, problem in their words, current workaround, frequency, impact, urgency, who is asking, evidence); a triage routine (weekly, 30 minutes) with rules to merge duplicates and to ask for the underlying problem; a scoring sheet using reach, impact, confidence, and strategic fit (1 to 5 each, the sum computed); and response templates (60 to 90 words): acknowledged, merged into an existing theme, not planned (with respect and a reason), and shipped (thank-you with details). Add a public or internal status vocabulary, a rule against promising dates, a monthly digest to leadership of top themes, and a metric (percent of requests answered within 5 working days). Provide the intake form as a list of fields with a one-line instruction for each, the scoring sheet with an example of two requests scored side by side, and a rule for when a request becomes a discovery topic.
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