Customer feedback log

What the customer feedback log does

Feedback only improves a business if it is recorded and acted on. Log each comment with the date, customer, channel, a rating from one to five, a category and the action you took, and see your average rating, how many items are unresolved and what customers talk about most.

Who it is for

Shops, restaurants, clinics, salons and service providers who get feedback in person, on WhatsApp and online and want to learn from it systematically.

How to use the workbook

1. Enter each piece of feedback with the date, customer and channel.
2. Give it a rating from 1 to 5 and choose a category.
3. Write the action you will take and mark it resolved when done.
4. Read the average rating and the summary by category each month.
5. Save a copy under a new name for each month or year, so earlier records stay as they were.

What is inside

• Date, customer, channel, rating and comment
• Category and action for each item
• Average rating and unresolved count
• Summary by category with a chart
• Space for 500 items

The workbook has these sheets: Instructions, Feedback, Summary. The main table has the columns Date; Customer; Channel; Rating (1-5); Category; Comment; Action; Resolved?. Yellow cells are for you to fill in and grey cells calculate by themselves, so leave the grey cells alone. The example rows show how it works; type over them with your own entries.

Tips for getting it right

• Reply to every complaint, ideally the same day.
• Thank people for praise as well.
• Look for repeated themes rather than single comments.
• Share good feedback with your team.

Why keep this record

Running a business on memory works until it grows. Writing the numbers down turns opinions into facts you can compare month to month, and shows early which products, customers or costs deserve attention. Even a simple workbook, used every week, usually beats a sophisticated one that is opened once a year.

Questions people ask

Do I need to know Excel formulas? No. Type into the yellow cells and the rest is worked out for you. The formulas are visible if you want to see how a figure is reached.

Can I add rows or change the layout? You can add your own columns to the right and your own notes. If you insert rows inside a table, copy the grey formula cells down so the new rows calculate too.

Will it work on my phone or in Google Sheets? Yes for viewing and typing, but dropdown lists and the charts look best in desktop Excel or LibreOffice.

Keeping it safe and up to date

A plan is only as good as the numbers you put in. Start with honest estimates, update the workbook as real figures arrive, and compare the two so your next estimate is better. Save a dated copy each month so you can see how your thinking changed.

Read how to build a cash flow forecast for the wider picture. See more business templates or ask us for a custom one.

The workbook works in Microsoft Excel, LibreOffice and Google Sheets. It is a tool to help you work out and record figures, not tax, legal or accounting advice, and it is not affiliated with the Kenya Revenue Authority. If something does not work as described, contact us and we will put it right.

Related guides, calculators and templates

• Guide: How to build a 12-month cash flow forecast for a small business
• Guide: How to price your products and services: markup, margin and break-even
• Guide: Turnover tax for small businesses in Kenya: rate, limits and when to use it
• Another template: 12-month cash flow forecast
• Another template: Break-even and pricing calculator
• Another template: Budget versus actual tracker

Need something different? Request a custom template, browse all guides or see every Excel template.