Feedback items
5
Filtered synthetic feedback items
Customer Friction
Classify synthetic customer pain points across deposits and payments journeys, monitor severity, and align action owners.
Severity-weighted score
36
Themes
5
Highest severity
High
Likely owners
3
Why this matters
Friction analytics helps product teams convert complaints, app reviews and servicing pain points into product actions, accountable owners and measurable outcomes.
Theme summary
Theme cards update immediately as filters change or new synthetic feedback is added.
Savings rate confusion
1PayID setup
1Card dispute status
1Term deposit maturity
1Digital wallet activation
1Add feedback
Paste a synthetic comment and the deterministic classifier will assign a theme, owner and metric immediately.
Deterministic classification
Feedback is classified without external AI. Keywords such as PayID, dispute, rate, bonus, term deposit, maturity, wallet and notification map directly to fixed themes and default owners.
Feedback table
Use the full-width feedback table to connect theme, severity, journey stage, accountable owner and metric to track.
| Feedback | Theme | Severity | Journey stage | Likely owner | Metric to track |
|---|---|---|---|---|---|
Rate bonus is too hard to understand and I never know if I qualified. Simplify qualification messaging and show progress tracker. | Savings rate confusion | Medium | Everyday use | Deposits | Bonus rate qualification rate |
PayID registration kept failing during setup. Fix validation issues and improve onboarding prompts. | PayID setup | High | Onboarding | Payments | PayID completion rate |
I cannot see where my dispute is up to after raising a chargeback. Expose dispute status tracking in-app and via notifications. | Card dispute status | High | Servicing | Operations | Dispute status self-service rate |
The term deposit maturity process was confusing and I missed my options. Redesign maturity journey and improve reminders. | Term deposit maturity | Medium | Maturity | Deposits | Maturity instruction completion |
Apple Pay would not activate even though my card is eligible. Tighten wallet provisioning checks and support content. | Digital wallet activation | Medium | Onboarding | Payments | Wallet activation completion rate |