How do founders keep customer feedback quotes accurate when summarizing calls by voice?

Keep the customer's words and your interpretation apart, and check every quote against a source you trust before it leaves your notes. In Sentio you record a spoken debrief of the call and apply the Customer Feedback format, which is instructed to treat words as a direct quote only if you quoted them and to label your interpretation as interpretation. It cannot know what the customer really said, only what you said they said, so a quote is only as accurate as your memory and the transcript.

Last reviewed October 23, 2026

What the tool can and cannot know

Sentio sees your debrief, not the call. If you say "she told me it felt slow" and later in the same note say "slow, clunky, hard to trust," the transcript holds both and neither is a recording of the customer. Two layers of error stack up: your recollection of the sentence, and speech recognition turning your voice into text, which tends to stumble on names, numbers and product terms, as the answer on transcription accuracy explains. A tidy structured summary can make a paraphrase look like evidence.

How the Customer Feedback format is built

It is one of four founder formats. Its output has sections for Themes, Direct Quotes, Feature Requests, Complaints, What's Working and Open Questions. The instructions say to keep customer statements separate from the founder's interpretation, to include only exact customer words quoted in the note under Direct Quotes, never to paraphrase inside quotation marks, not to turn an interpretation into a quote, request or complaint, and to write None mentioned rather than fill an empty section. If the note contains no customer feedback it is told to say so. These are instructions to the model, not guarantees, so read the result.

Say a quote so that it is captured as one

Mark the boundary out loud. Say "the customer said, quote, it takes me an hour to find anything, end quote," and say your reading separately: "my interpretation is that search is the problem." Read the sentence slowly right after the call while your memory is fresh, keep quotes short, and spell any unusual name. Describe the customer by role if the note might be shared. Anything you cannot recall exactly should go in as a paraphrase, introduced as one, so it never lands under Direct Quotes.

Verify before you use a quote anywhere

Compare each quote against the best source you have: the customer's own email or chat message, a call recording made with their consent, or written notes taken during the call. Search the original transcript, which Sentio keeps separately from the edited text, to confirm your own wording was transcribed correctly. If you plan to publish a quote or name the person, ask for their permission first; this page is not legal advice. When no source exists, present the line as your recollection, not as a quotation.

Common questions

Does Sentio record the customer call itself?

The debrief workflow records your own spoken summary. Bot-joined call capture is rolling out separately and is not available to every account. If you record a call, tell the participants.

Will Customer Feedback invent a quote?

It is instructed to include only words you quoted and never to paraphrase inside quotation marks. Still check each quote, because no model can be guaranteed to follow an instruction every time.

Will it put the customer's name on a quote?

Only if you said the name in the note. Saying it clearly, or spelling it, reduces the chance of a mishearing.

Can I edit the output before I share it?

Yes. The structured version is a draft you can edit, and the original transcript stays available to compare against.