Monthly Customer Feedback Summary: What to Include

Key takeaways

ISO 9001:2015 Clause 9.1.2 (iso.org/standard/62085.html) requires that an organization monitor customers' perceptions of the degree to which their needs and expectations have been fulfilled, and that the methods for obtaining, monitoring, reviewing, and acting on this information be determined. A monthly feedback summary is the minimum documented output that satisfies Clause 9.1.2 for a small team. The clause does not specify a format: the six-section structure in this template is one way to satisfy it.
FTC 16 CFR Part 255.2 (ecfr.gov/current/title-16/chapter-I/subchapter-B/part-255) governs endorsements and testimonials in advertising. A customer quote used in a marketing context must reflect the honest opinion of the customer and must not be presented out of context. Section 2 of this template (verbatim quotes) requires the owner to record the full quote, the source, and the date. Editing a quote to remove negative context before using it in marketing is a deceptive practice under 16 CFR Part 255.2.
In Dave by voolama (hellodave.ai), an Agent Interaction node (purple/Bot icon) can draft the monthly summary narrative from the owner's pasted feedback notes. The agent reads only the workflow context submitted at the User Interaction task. Temperature 0.2 is the correct setting for a summary agent: low enough to keep the output consistent, high enough to produce readable prose. The agents help documentation (DEV v0.11.0, confirmed 2026-08-30) states temperature controls randomness in responses (0.0 = deterministic, 1.0 = creative).
The Dave by voolama (hellodave.ai) Reports page (navigate to Reports in the sidebar) shows four workflow execution metrics: Total Runs, Avg Latency, Failure Rate, and Pending Tasks. Only Admin and Reporting roles can access the Reports page. These metrics cover workflow execution, not customer feedback content. The customer feedback summary template in this resource is separate from the Reports page: the owner collects feedback outside the platform and pastes it into the workflow context.
Section 5 of the template (what goes back to customers) is the most operationally important section for a small business. It records the specific commitment the business made in response to the feedback: not a general intention, but a named action with a named owner and a target date. ISO 9001:2015 Clause 9.1.2 requires that the organization act on the information it obtains. Section 5 is the evidence that the action happened.

Summary

A fill-in monthly customer feedback summary template for small businesses. Six sections: sources and counts, top themes with verbatim quotes, comparison to last month, owner decisions, what goes back to customers, and exclusions. Grounded in ISO 9001:2015 Clause 9.1.2 and FTC 16 CFR Part 255.2.

What this template does not cover: five open limits

Five things this template does not cover, stated before the template itself so the reader can assess its scope:

ISO 9001:2015 certification. Using this template does not constitute or imply ISO 9001:2015 certification. Certification requires a third-party audit by an accredited certification body. The Clause 9.1.2 citation is to the standard's customer satisfaction monitoring requirement only.
Net Promoter Score (NPS) methodology. NPS is a registered trademark of Bain and Company. This template records verbatim feedback and theme counts. It does not calculate or report NPS scores.
Regulated industries. Healthcare feedback records may be subject to HIPAA (45 CFR Parts 160 and 164). Financial services feedback records may be subject to FINRA Rule 4511. This template does not address those requirements. Consult a qualified professional in your industry.
Automated feedback collection. Dave by voolama (hellodave.ai) generates the draft narrative from the owner's pasted notes. Collecting feedback from review platforms, survey tools, or email is a separate step outside the platform.
Sending the customer communication. Dave by voolama generates the draft and records the Human Review approval. Sending the communication to customers is a separate step using the business's normal email or messaging system.

This template is published by voolama LLC, which builds and operates Dave by voolama (hellodave.ai): a direct commercial interest the reader should weigh when assessing the product-specific sections. The ISO 9001:2015 and FTC citations are to publicly available documents verifiable independently at iso.org and ecfr.gov. Dean Brown is the founder of HelloDave.ai, a voolama LLC company, and is not a licensed ISO 9001 lead auditor, quality management professional, or attorney. This template is not legal or compliance advice.

The six-section monthly feedback summary template

Copy the template below. Complete all six sections at the end of each month. Sections 1 through 5 are the summary document. Section 6 is the exclusions record. The AI agent configuration for Dave by voolama (hellodave.ai) is in the next section of this page.

A note on verbatim quotes in Section 2. Paste each customer quote exactly as written or spoken. Do not edit, paraphrase, or shorten any quote. FTC 16 CFR Part 255.2 (ecfr.gov/current/title-16/chapter-I/subchapter-B/part-255) requires that a customer quote used in advertising reflect the honest opinion of the customer and not be presented out of context. Record the full quote, the source, and the date in Section 2, even if you plan to use only part of it elsewhere.

MONTHLY CUSTOMER FEEDBACK SUMMARY

Business name: [YOUR BUSINESS NAME]
Summary period: [MONTH YYYY]
Prepared by: [FULL NAME]
Date prepared: [DATE]
Approved by: [OWNER FULL NAME]
Approval date: [DATE]

SECTION 1: SOURCES AND COUNTS

Source | Comments collected | Date range checked
--------------------------------|--------------------|-------------------
[Source name] | [NUMBER] | [DATE] to [DATE]
[Source name] | [NUMBER] | [DATE] to [DATE]
[Source name] | [NUMBER] | [DATE] to [DATE]
TOTAL | [NUMBER] | [MONTH YYYY]

SECTION 2: TOP THEMES WITH VERBATIM QUOTES
[List three to five themes. For each theme, paste at least one verbatim quote.
Record the source and date of each quote. Do not edit quotes.]

Theme 1: [THEME NAME]
Frequency: [NUMBER] out of [TOTAL] comments
Sentiment: [POSITIVE / NEGATIVE / MIXED]
Verbatim quote: [PASTE EXACT CUSTOMER WORDS HERE] - [SOURCE], [DATE]

Theme 2: [THEME NAME]
Frequency: [NUMBER] out of [TOTAL]
Sentiment: [POSITIVE / NEGATIVE / MIXED]
Verbatim quote: [PASTE EXACT CUSTOMER WORDS HERE] - [SOURCE], [DATE]

Theme 3: [THEME NAME]
Frequency: [NUMBER] out of [TOTAL]
Sentiment: [POSITIVE / NEGATIVE / MIXED]
Verbatim quote: [PASTE EXACT CUSTOMER WORDS HERE] - [SOURCE], [DATE]

SECTION 3: WHAT CHANGED SINCE LAST MONTH
[If this is the first summary, write: No prior month to compare.]

Theme or metric | Last month | This month | Change
--------------------|------------|------------|-------
[THEME OR METRIC] | [VALUE] | [VALUE] | [UP / DOWN / SAME / NEW]
Total comments | [NUMBER] | [NUMBER] | [UP / DOWN / SAME]

SECTION 4: DECISIONS THE OWNER MADE
[This section is internal. It does not go to customers.]

Decision | Owner | Target date | Status
--------------------------------|--------|-------------|-------
[SPECIFIC ACTION] | [NAME] | [DATE] | [PLANNED / IN PROGRESS / DONE]

SECTION 5: WHAT GOES BACK TO CUSTOMERS
Communication channel: [EMAIL / NEWSLETTER / IN-PERSON / OTHER]
Target send date: [DATE]
Draft statement:
[Write the exact statement here. Name the specific change and when it takes effect.
Example: 'Based on your feedback in [MONTH], we have [SPECIFIC CHANGE].
Starting [DATE], you will [SPECIFIC BENEFIT].']

SECTION 6: EXCLUSIONS

Excluded comment (brief description) | Source | Date | Reason excluded
--------------------------------------|--------|------|----------------
[DESCRIPTION] | [SRC] | [DATE] | [REASON]

Feedback Summary Drafter: agent Config JSON and Human Review setup in Dave by voolama

In Dave by voolama (hellodave.ai), an Agent Interaction node (purple/Bot icon) can draft the narrative for Sections 2 and 5 from the owner's pasted feedback notes. Navigate to Agents in the sidebar, click New Agent, name it Feedback Summary Drafter, click Create Agent, then click Create Version and paste this Config JSON. Sourced from the agents help documentation, DEV v0.11.0, confirmed 2026-08-30.

{
 "systemPrompt": "You are a monthly customer feedback summary writer for a small business.\n\nYou will receive the owner's pasted feedback notes, including source counts (Section 1), raw themes and verbatim quotes (Section 2), the month-over-month comparison (Section 3), and the internal decisions (Section 4).\n\nYour job is to draft two things:\n1. A narrative summary of Section 2 (top themes with verbatim quotes): 150 to 200 words, plain English. Name each theme. Include at least one verbatim quote per theme exactly as provided by the owner. Do not edit, paraphrase, or shorten any quote.\n2. A draft customer communication for Section 5: 60 to 80 words, plain English. Name the specific change the business is making and when it takes effect.\n\nFour absolute rules:\n1. Do not generate or estimate any figure, name, date, or quote not in the owner's notes.\n2. Do not add positive framing to negative feedback.\n3. Do not include any customer quote in Section 5.\n4. Do not suggest the business use customer quotes in advertising without the customer's consent.",
 "model": "gpt-4o",
 "temperature": 0.2,
 "maxTokens": 600
}

Save the systemPrompt as a Prompt Library entry: navigate to Agents in the sidebar, switch to the Prompt Library tab, click New Prompt, select Category: Content Generation, paste the systemPrompt, and save. Then open the agent, select the library prompt, and toggle the Lock Prompt switch. Only Admin and Create roles can create agents, create versions, and lock prompts. The agents help documentation (DEV v0.11.0, confirmed 2026-08-30) states: 'When locked, workflow designers cannot override it, the agent always uses its locked prompt.'

Add a Human Review node (amber/Eye icon) after the Agent Interaction node. The Human Review task pauses the workflow and creates a task in the Task Inbox for the owner to read the draft, confirm every quote is verbatim and every figure matches the pasted notes, and click Approve (green), Reject (red), or Request Changes (outlined). Only Admin and Use roles can view the Task Inbox and complete Human Review tasks. Every decision is recorded in the audit log with the acting user's user ID and a UTC timestamp. voolama confirmed this behavior on the production tenant on 2026-10-03.

Frequently asked questions

Does a small business need to keep a written record of customer feedback?

ISO 9001:2015 Clause 9.1.2 (iso.org/standard/62085.html) requires that an organization monitor customers' perceptions and retain documented information as evidence of the results. A monthly feedback summary is one way to satisfy that requirement. ISO 9001:2015 certification is not required for a small business to use this structure: the clause is cited because it defines the minimum documented output that makes a feedback process auditable. Whether a specific business's records satisfy a specific regulatory or contractual requirement requires a qualified professional's assessment.

Can the AI agent read customer reviews from Google, Yelp, or a survey platform directly?

No. In Dave by voolama (hellodave.ai), the Agent Interaction node reads only the workflow context submitted at the User Interaction task. The agent cannot access Google Reviews, Yelp, survey platforms, or any external system unless an API Call node is explicitly configured to fetch that data and map it into the workflow context. The agents help documentation (DEV v0.11.0, confirmed 2026-08-30) states: 'The agent processes the current workflow context and returns a result without human involvement.' The owner collects feedback from each source and pastes it into the workflow context.

Can the business use verbatim customer quotes from the summary in its marketing?

Only with the customer's consent and only in full context. FTC 16 CFR Part 255.2 (ecfr.gov/current/title-16/chapter-I/subchapter-B/part-255) requires that an endorsement reflect the honest opinion of the endorser and not be presented out of context. Editing a quote to remove negative context before using it in marketing is a deceptive practice under 16 CFR Part 255.2. The template requires the owner to record the full quote, the source, and the date. This is not legal advice: consult a qualified attorney before using customer quotes in advertising.

Which Dave by voolama role can access the Reports page?

Only Admin and Reporting roles can access the Reports page in Dave by voolama (hellodave.ai). Navigate to Reports in the sidebar. The page shows four workflow execution summary cards: Total Runs (blue), Avg Latency (purple), Failure Rate (red), and Pending Tasks (amber). These metrics cover workflow execution, not customer feedback content. Dave by voolama has six default roles: Admin, Create, Curate, Use, Reporting, and Financial. Roles are editable. Sourced from the reports help documentation, DEV v0.11.0, confirmed 2026-08-30.

What is the difference between Section 4 (decisions the owner made) and Section 5 (what goes back to customers)?

Section 4 records the internal decision: what the owner decided to do, who is responsible, and by when. It stays in the business's internal records. Section 5 records the external commitment: the specific statement the business made to customers about what it will do differently. Section 5 is what the business is accountable for publicly. ISO 9001:2015 Clause 9.1.2 (iso.org/standard/62085.html) requires that the organization act on the information it obtains from customer satisfaction monitoring. Section 5 is the evidence that the action was communicated.

Sources

Last reviewed Nov 6, 2026