Feedback
Tributary
The Sources of Truth
The Private Stream
Internal Communication
Direct feedback sent privately via support tickets, internal surveys, or one-on-one emails. These require easy-to-use pathways for the customer.
Result: Raw, direct data.
The Public Stream
External Monitoring
Feedback shared on public platforms like App Stores, G2, or social media. These require intentional monitoring to be captured.
Result: Market perception.
Step 1: Collect
Before feedback can be classified or communicated, it must be captured. The Feedback Tributary represents the multiple sources that feed into your central system. In the context of the 3Cs (Collect, Classify, Communicate), mapping these tributaries is the vital first step. If you aren’t monitoring the streams, your river will eventually run dry.
Mapping the Critical Sources
Every organization has distinct tributaries. For a software team, these might include the Apple App Store, Google Play Store, and Amazon reviews. For a service-based business, it might be client debriefs or NPS surveys. The goal is to map out every critical tributary and create a standardized process for how each is being monitored and captured.
From Source to System
The danger in most organizations is that tributaries remain siloed. A sales rep hears a piece of feedback, but it never leaves that “stream.” By identifying these as tributaries, you acknowledge that their purpose is to flow into a larger Feedback River—a central hub where the data can be aggregated and turned into institutional knowledge.
Learn more about building Organizational Feedback Systems.