Track customer feedback

We need to track incoming customer feedback on the product experience for the support and product teams. Create a feedback database with fields: date, customer name, account MRR, channel, verbatim comment, product area, severity, and owner for follow-up. Import the last 90 days of Intercom transcripts, tag high-severity items, and assign follow-up to Priya in Customer Success within 48 hours.

Before I expose the feedback tracker to stakeholders, make it quick to act on: surface high-severity and high-MRR tickets at the top, add a short summary line for each comment, flag duplicates, and highlight unresolved items older than 72 hours so Priya and the product leads can prioritize follow-up immediately.

I pulled the feedback feed and found five high-MRR accounts with severe issues marked but no owner assigned; two are older than a week. Priya is out on leave and the product lead is in back-to-back meetings. I can’t tell who should own escalation or whether any are already in engineering backlog. Who likely should take immediate ownership, and what is the best next step to ensure customers hear back within 24 hours?

Over time feedback accumulates in the tracker without clear severity tagging or ownership; teams assume others will act, so critical issues slip and customer churn rises. What single change to our tracking and handoff process will stop ownership gaps and ensure a visible SLA from report to response?