Handbook
Customer Leadership Feedback
Architecture target (AFF v0.1). Implementation flags live in implementation-status.md. Do not treat this document as a shipped product contract.
Updated
Architecture target (AFF v0.1). Implementation flags live in implementation-status.md. Do not treat this document as a shipped product contract.
Purpose
Collect only customer-observable evidence. Do not ask customers to rate internal succession, coaching, psychological safety, or internal policy compliance.
Core questions
| Family ID | Example prompt |
|---|---|
customer.context.understands_business |
“This leader demonstrates a strong understanding of our business context and priorities.” |
customer.value.connects_solution_outcome |
“Connects proposed work to measurable customer or business outcomes.” |
customer.trust.transparent |
“Communicates progress, uncertainty, and difficult news transparently.” |
customer.reliability.commitments |
“Follows through on commitments with the expected quality and timing.” |
customer.risk.early_visibility |
“Raises material delivery, security, or operational risks early enough to act.” |
customer.responsiveness.decisions |
“Provides timely decisions or escalation when progress is blocked.” |
customer.partnership.long_term |
“Balances immediate delivery needs with the long-term health of the partnership.” |
customer.innovation.relevant |
“Introduces technology or AI ideas when they are relevant to our outcomes, not simply because they are new.” |
customer.feedback.uses_input |
“Uses our feedback to improve the service or partnership.” |
customer.incident.ownership |
“Takes clear ownership during significant issues and communicates recovery effectively.” |
Open prompt
“What one change would most increase the value or confidence you receive from this leader’s organization?”
Rules
- Use a 5- or 7-point extent scale with Not Observed and Not Applicable.
- Avoid more than ten ratings.
- Aggregate customers only when anonymity was promised and threshold is met.
- A named strategic-customer interview may be non-anonymous under a separate consent workflow.