Customer Feedback Survey Response

As VP Customer Success, I need to respond personally to negative survey feedback from a customer.

Survey Details:
- Customer: {{customer_name}}
- Survey Score: {{survey_score}}
- Feedback Comments: {{feedback_text}}
- Customer Tier: {{customer_tier}}

Write a response that:

1. Thanks them genuinely for their candid feedback
2. Acknowledges specific concerns they raised
3. Takes ownership without making excuses
4. Shares concrete steps we are taking
5. Requests an opportunity to discuss further
6. Commits to follow-up with progress

Tone guidelines:
- Authentic and humble
- Solution-oriented, not defensive
- Specific to their feedback, not generic
- Executive-level but approachable
- Demonstrates we take feedback seriously

Avoid:
- Corporate speak or empty promises
- Over-explaining or justifying
- Shifting blame to other teams
- Generic apologies without substance