When Should a Feedback System Be Reworked?

A customer feedback system may preserve a useful history while routing urgent concerns too slowly. Replacing it outright could lose continuity; keeping it unchanged could preserve the delay too.

When deciding whether to repair the handoff or replace the system, what evidence matters most—time to action, repeated reports, whether quieter users are represented, or something else? And what would you review after the change to know the new process improved follow-through without losing useful context?