The Problem with Customer Feedback
By Hannah Chaplin When you build software, it’s inevitable the minute you ship your first features and gain your first real customers you’ll also get feedback. Customers expect great service and increasingly, this includes giving them a way to share feedback, ideas and feature requests. Things like:
- Can it be blue?
- Why don’t you have feature X?
- Why do you have feature Y?
- It would be nice if …
- You don’t need a lot of customer feedback before you feel overwhelmed.
- Your product teams spend hours and hours acting as administrators — manually collecting, prioritizing and making sense of requests.
- The loudest customers or that new, big customer can have too much sway on how you build your product.
- Feedback from important customers may get swept up with requests from users who are a poor fit or are using a free trial of your product.
- Communicating updates back to customers is manual and incredibly time-consuming.
- Customer priorities change over time so you may make product decisions based on old information.
- It’s impossible to see how customer feedback fits with demand from your internal teams and the market.
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