Creating Feedback Loops

Overview

Without structured feedback, you’re guessing about what’s working and what isn’t. Issues fester until they become complaints. Users disengage without telling you why. And leadership loses confidence when problems surface that should have been caught earlier.

Feedback loops turn user experience into actionable improvement. This video covers how to establish feedback channels, process what you collect, close the loop with users, and feed insights back into your adoption program.

What You’ll Learn

• Feedback Channels: Multiple ways to capture different types of user input
• Processing Feedback: Categorizing, prioritizing, and routing feedback efficiently
• Closing the Loop: Why “you said, we did” updates matter
• Continuous Improvement: Using feedback to improve training, communication, and support

Script

Hook: feedback is your early warning system

Without feedback, problems become surprises. A feature that confuses users goes unreported for weeks. A training gap affects dozens of people before anyone escalates it. A configuration issue frustrates users silently until they simply stop using Copilot.

Structured feedback changes this. It gives you visibility into the real user experience—not the experience you planned for, but the experience people are actually having. That visibility is what turns a deployment into a managed program.

Feedback channels

You need multiple channels because different people share feedback in different ways.

A dedicated Teams channel for Copilot questions and tips. This is your most visible channel. Users can ask questions, share what’s working, and report issues in a space where peers can also help. Champions can monitor this channel and respond to common questions, reducing the load on your adoption team.

Periodic pulse surveys. Keep these short—two to four questions, sent biweekly during the pilot and monthly during broad deployment. Ask about usefulness, confidence level, and what one thing would make Copilot more valuable. Short surveys get higher response rates than comprehensive ones.

Your champion network. Champions are your eyes and ears across the organization. In their regular conversations with colleagues, they hear concerns and frustrations that never make it to formal channels. Create a simple process for champions to relay what they’re hearing—a monthly summary or a dedicated section in your champion community call.

Support ticket analysis. Look at the Copilot-related support tickets your helpdesk receives. Not individual tickets—the patterns. If you’re getting five tickets a week about the same issue, that’s not five individual problems. That’s one systemic issue that needs a training update or a configuration fix.

Direct conversations during training sessions. Reserve the last 10 minutes of every training session for open discussion. Ask: “What surprised you? What didn’t work as expected? What would make this more useful for your daily work?” In-person feedback often reveals insights that surveys miss.

Processing and acting on feedback

Collecting feedback is useless if you don’t process it systematically.

Categorize every piece of feedback into one of four buckets. Feature requests—users wanting Copilot to do something it doesn’t currently do or wanting a capability that exists but isn’t enabled. Bugs and issues—Copilot producing wrong results, not working in specific apps, or behaving unexpectedly. Training gaps—users who don’t know how to use a feature, struggle with prompting, or need guidance for specific scenarios. Use case ideas—users discovering new ways to apply Copilot that could benefit others.

Prioritize by frequency and impact. If 20 people report the same training gap, that’s high priority. If one person has a niche feature request, it goes into the backlog. Simple triage prevents your team from chasing every individual item while missing the patterns.

Route to the right team. Technical issues go to IT. Training gaps go to your training or change management team. Feature requests that depend on Microsoft get documented and tracked separately. Clear routing prevents feedback from sitting in a generic inbox.

Track resolution and outcomes. When you fix an issue or update training based on feedback, record what you changed and why. This creates an audit trail that demonstrates responsive governance—valuable for government environments where accountability matters.

Share patterns with leadership. Your monthly stakeholder update should include a section on user feedback—what you’re hearing, what you’ve acted on, and what’s still in progress. This demonstrates that your adoption program is data-driven, not guesswork.

Closing the loop

The most important step in feedback is telling users what you did with their input.

“You said, we did.” Post regular updates in your Copilot Teams channel. “Several users reported confusion about Copilot in Excel. We’ve updated our training materials and added a new quick-start guide for data analysis scenarios.” “Based on champion feedback, we’ve adjusted our rollout schedule to include more hands-on lab time.”

This matters more than it seems. Users who feel heard keep providing feedback. They engage more deeply because they see that their input shapes the program. Users who feel ignored stop sharing. They disengage not just from feedback but from the tool itself.

Closing the loop also builds trust. When users see that the adoption team listens, responds, and improves, they’re more willing to report issues early—before frustration accumulates.

Close: feedback as continuous improvement fuel

Feedback loops make your adoption program self-correcting.

Feed what you learn back into your training. If users consistently struggle with prompting in a specific app, update your training materials and schedule a focused session. If a particular use case generates excitement, promote it more broadly.

Adjust your use case priorities based on what users actually need, not what you assumed they’d need. The use cases you planned in advance may not match reality. Feedback tells you where to shift focus.

A static adoption program degrades over time as conditions change. A feedback-driven adoption program gets better over time because it continuously adapts to the real experience of real users. Build the loops. Listen to what comes through them. And act on what you hear.

Sources & References

• Microsoft Copilot adoption resources — Adoption feedback and continuous improvement guidance
• Microsoft 365 Copilot overview — Copilot capabilities for feedback context
• Viva Insights Copilot Dashboard — Dashboard data to complement qualitative feedback