Customer Feedback & Review Tracking Playbook

Reviews and feedback are scattered across dozens of platforms — Reddit, G2, Capterra, Trustpilot, Quora, forums, and social media. This playbook shows how to centralize feedback discovery so your product team never misses a signal.

What this playbook does

Shows you how to use MentionFox to systematically find customer feedback, categorize it by type (praise, complaint, feature request, bug report), and route it to the right team for action.

Who it's for

Product managers, customer success teams, and UX researchers who need continuous feedback from real users.

Step-by-step workflow

1. Scan review platforms — Run scans for your product name on G2, Capterra, Trustpilot, ProductHunt, and SourceForge. These surface structured reviews with star ratings and detailed feedback.
2. Scan communities — Run separate scans on Reddit, Quora, and industry forums for your product name and category. Community feedback is often more candid than formal reviews.
3. Categorize feedback — Review results and tag mentions by type: praise (positive testimonials), complaints (product issues), feature requests (things users want), and bug reports (things that are broken).
4. Save and route — Save praise as testimonials for marketing. Route complaints and bug reports to your product/engineering team. Track feature requests in a centralized list.
5. Monitor competitors — Scan competitor names on the same platforms. Their complaints are your roadmap — if users consistently complain about a competitor's feature, make sure yours excels there.
6. Track trends — Set up weekly auto-scans to track feedback volume and sentiment over time. A sudden increase in negative feedback could indicate a product issue.
7. Close the loop — When you ship a feature or fix a bug that users requested, go back and respond to the original posts. This builds loyalty and generates positive follow-up reviews.

Pro tips

• G2 and Capterra reviews are the most structured — star ratings, pros/cons, and detailed use cases
• Reddit feedback is the most candid — users share frustrations they wouldn't put in a formal review
• Feature requests from paying customers should be weighted more heavily than free users

Related resources

• Full case studies: Customer Feedback Case Studies
• Review scanning: Review Site Scans Guide
• Competitor complaints: Competitor Intelligence Playbook

Quick steps

1. Run scans for your product on review sites: G2, Capterra, Trustpilot, ProductHunt
2. Run separate scans on Reddit, Quora, and forums for community feedback
3. Categorize results: praise, complaints, feature requests, bug reports
4. Save praise as testimonials, route complaints to product team
5. Scan competitor names on the same platforms for comparison
6. Set up weekly auto-scans to track feedback trends over time
7. When you ship requested features, respond to original posts to close the loop