Actionable Feedback Policy

Actionable Feedback Policy

In Brief:


  • At the School Reading List, we value feedback from our customers, users, and stakeholders as it is a vital source for improving our products, services, and operations. This “Actionable Feedback Policy” outlines our commitment to receiving, processing, and acting upon feedback in a constructive and effective manner to continually enhance the quality of our offerings.

Feedback Channels

  • We provide multiple channels for users to submit genuine feedback, including but not limited to email, contact forms, surveys, social media, and dedicated feedback portals.
  • Our team is trained to respond to genuine feedback in a respectful and professional manner, regardless of the platform through which it is submitted. However, we expect respect to be reciprocal, and we will not respond to unprofessional, disrespectful, untrue, deceptive, rude or abusive feedback; or spam.

Timely Response

  • We are committed to acknowledging genuine feedback promptly. For genuine feedback received through email, contact forms, or other direct communication channels, we aim to provide an initial response within 7 business days. Spam, deceptive or abusive feedback may be filtered or deleted by our automated systems, or on receipt by our staff.
  • In the case of feedback received through social media or public forums, users will normally be prompted to use a more reliable and privacy-compliant method of feedback – such as the form on our Contact Us page.

Feedback Categorisation

  • Upon receipt, feedback may be internally categorised to understand the nature of the issue or suggestion. For example, categories may include technical issues, service improvement suggestions, praise, or other relevant groupings.

Evaluation and Prioritization

  • Feedback may be evaluated based on factors such as impact, feasibility, alignment with our goals and values, and the number of users affected. This evaluation will help prioritise the feedback.
  • Priority levels will be assigned to feedback to ensure that critical issues and high-impact suggestions receive timely attention.

Communication of Action Steps

  • When appropriate, users who provide feedback will be informed of the action steps we intend to take to address their concerns or suggestions.
  • Where appropriate and feasible, we will provide estimated timelines for implementing changes or improvements based on the feedback received.

Internal Discussion and Resolution

  • Feedback may be discussed internally among relevant teams to determine the best course of action, whether it involves resolving technical issues, making service improvements, or implementing other changes.


  • After internal discussions, approved changes or solutions will be implemented. Technical issues will be resolved, service improvements will be integrated, and suggestions will be considered for future development.

Follow-Up Communication

  • Where appropriate, users who submit feedback will be informed of the implementation status, and when applicable, they will be updated on the successful resolution of their concerns or the completion of the suggested improvements.

Feedback Review

  • Periodically, we will review and analyse the feedback data to identify trends and recurring issues. This data will guide our long-term planning and improvements.

Privacy and Data Protection

  • All feedback data will be handled in accordance with our privacy policy and applicable data protection regulations. See our Privacy Policy.

Ongoing Improvement

  • We are committed to a continuous improvement process based on feedback. We actively seek ways to enhance our products and services and to improve our feedback-handling process.

Contact Information

  • For any questions or concerns related to our Actionable Feedback Policy, please contact us using the form on our Contact Us page.


  • At the School Reading List, we believe that feedback is a valuable asset that helps us better serve our customers and users. Our Actionable Feedback Policy reflects our dedication to listening, responding, and acting upon feedback to create a positive and meaningful user experience and to continually improve our products and services.

This policy was last updated on March 14th, 2024.