# Project Brief: Rollout of a New Customer-Feedback Process

*Fernway Group (fictional company). Sample material for AI Tools Academy practice.*

**Project sponsor:** Priya Shah, Head of Operations
**Project lead:** Maya Roberts, Office Manager
**Date:** 10/07/2026
**Status:** Draft for approval

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## 1. Background

Customers who log an issue or share feedback with Fernway Group often tell us they never hear back. A recent check found that our website contact form was routing messages to an inbox no one monitors, and that we have no consistent way of tracking what happens after feedback comes in. This is affecting customer trust and, in a couple of cases, renewals.

## 2. Objective

Introduce a simple, reliable process so that every piece of customer feedback is captured, acknowledged, actioned where appropriate, and closed off, with the customer kept informed along the way.

## 3. Scope

**In scope**
- Feedback received via the website contact form, email, and phone.
- A single shared log of incoming feedback and its status.
- A standard acknowledgement and follow-up approach.

**Out of scope**
- A full CRM replacement.
- Social media monitoring (may be considered in a later phase).

## 4. Success measures

- 100% of feedback acknowledged within two working days.
- A single, up-to-date feedback log used by the whole team.
- Reduction in "we never heard back" complaints by the next quarter.

## 5. Key deliverables

1. Fixed and correctly routed website contact form.
2. A shared feedback log (owner, status, and next action for each item).
3. A short set of response templates.
4. A one-page process guide for the team.

## 6. Team and responsibilities

- **Priya Shah**: sponsor; sign-off and removing blockers.
- **Maya Roberts**: project lead; sets up the log and process guide.
- **Tom Elliott**: input on customer-facing wording and renewals impact.
- **Dan Okafor**: checks any cost implications.

## 7. Indicative timeline

- **Week 1 (from 14/07/2026):** fix contact-form routing; agree the log format.
- **Weeks 2 and 3:** draft templates and process guide; test with a small batch of feedback.
- **Week 4:** roll out to the whole team; brief everyone at the ops sync.
- **End of Q3:** review success measures.

## 8. Risks and assumptions

- **Risk:** the process adds work and gets dropped. *Mitigation:* keep it lightweight and build it into existing routines.
- **Risk:** unclear ownership of individual items. *Mitigation:* every log entry has a named owner.
- **Assumption:** the contact-form fix is straightforward and can be done in week 1.

## 9. Approval

Awaiting sponsor sign-off from Priya Shah.

*Fictional sample brief for practice only.*