360 Feedback Comment Examples: Customer Focus

8 positive and 8 constructive comments you can adapt, plus a simple formula for writing your own.

Customer focus comments should connect a specific action to what the customer experienced. Mention the customer or request, what the person did and how it changed the result or the relationship.

Positive comment examples

  • When the client's launch date moved forward, you reorganised our schedule within a day and kept them updated at each step. They mentioned you by name in their renewal call.
  • You read through support tickets every week and bring the recurring themes to product planning. Two of this quarter's fixes came from your list.
  • You explain technical limits to customers in plain language and always offer an alternative, so they leave calls with a way forward.
  • When an internal team asked for a report at short notice, you treated it with the same care as an external client. They now come to you first.
  • You follow up a week after every implementation to check that things are working. Customers often tell us how rare that is.
  • In the pricing discussion you argued for the customer's view with data from their usage, which led us to a fairer package.
  • You answer customer emails within a few hours, and when you cannot solve something you say when you will be back.
  • You turned an angry complaint about billing into a long-term relationship by listening first and fixing the root cause.

Constructive comment examples

  • Customer requests that fall outside your area sometimes sit unanswered. A quick reply saying who will help, and when, would reassure them.
  • In project meetings the discussion rarely comes back to what the customer actually asked for. Opening with their goal would keep us focused.
  • Your updates to clients are thorough but technical. Leading with what it means for them would make them easier to act on.
  • When customers ask for something we cannot do, the answer is often a plain no. Offering what we can do instead would keep the conversation positive.
  • Feedback from your client calls reaches the product team only occasionally. A short summary after each call would help us improve.
  • Internal colleagues who depend on your work are customers too, and their requests tend to wait longest. Setting a response time for them would help.
  • When a delivery is late, clients sometimes hear about it from us only after they chase. Telling them first, with a new date, would protect trust.
  • You focus on the customers who contact us most. Reaching out to quieter accounts now and then could catch problems before they leave.

How to write your own comment

Use the Situation – Behaviour – Impact formula, then add one suggestion:

  1. Situation: when and where it happened ("In Tuesday's client call…").
  2. Behaviour: what the person actually said or did, not what you think of them.
  3. Impact: what it changed for you, the team or the customer.
  4. Suggestion (for constructive comments): one concrete thing to try next time.

Not sure your wording is fair? Paste it into the free feedback bias checker to catch vague or biased phrasing.

Frequently asked questions

How do you give feedback on customer focus?

Name a specific customer interaction or request, describe what the person did and how the customer responded. For constructive feedback, suggest one change that would improve the customer's experience.

Does customer focus apply to internal roles?

Yes. Colleagues who rely on someone's work are their customers, so comments about responsiveness and understanding needs apply just as well to internal teams.

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More comment examples

Looking for questions instead? See 360 feedback questions by role.