Company Context

TaskFlow is a B2B SaaS work management platform used by 25,000 small and mid-sized businesses, with 3.2M monthly active users and $120M in annual recurring revenue. The product is growing steadily, but leadership believes the team is shipping too many feature requests without consistently turning customer feedback into validated product learning.

Problem

Over the last two quarters, TaskFlow launched 11 customer-requested improvements, but only 3 drove measurable adoption after release. Customer feedback comes from support tickets, sales calls, NPS responses, user interviews, app store reviews, and in-product surveys, but it is fragmented across teams. PMs often rely on anecdotal feedback from the loudest customers, while engineering feels roadmap changes are reactive and not tied to clear user problems.

The CPO asks you to design a system that ensures the product team is actually learning from customer feedback, not just collecting it. Your goal is to improve how feedback is captured, synthesized, prioritized, and translated into product decisions.

Deliverables

1. Define what “learning from customer feedback” should mean for TaskFlow and how you would distinguish signal from noise.
2. Identify the most important user segments and feedback sources to prioritize first.
3. Propose a repeatable process for turning feedback into insights, roadmap decisions, and post-launch learning.
4. Define how you would measure whether the team is improving at learning from feedback.
5. Explain the key trade-offs you would make in the first 90 days.

Constraints

• You have one PM, one product ops manager, and limited engineering support for the first quarter.
• No new enterprise tooling budget beyond light integrations and dashboards.
• The process must work across Product, Design, Support, Sales, and Customer Success.
• Leadership wants an MVP operating within 8 weeks and visible impact within 2 quarters.