Comments on: How Our Business Captures, Analyzes and Acts on Customer Feedback

By: Pablo Gutierrez

Pablo Gutierrez — Sun, 22 Jan 2017 20:13:15 +0000

Hi Alex! We are also gathering feedback from our clients. However, we obtain very different and variable coments and suggestions of our service. It doesn’t follow a specific trend or clients are not asking for similar features. Which feedback do you focus on? How do you control not to satisfy everyone?

Thanks!

By: Vinish Garg

Vinish Garg — Fri, 20 Jan 2017 17:58:55 +0000

Just responded to the survey before I started reading the post. Impeccable post and I simply loved your focus on *onboarding*. A lot to take away as you continue to raise the bar to make this blog space all the more useful.

By: John Rougeux

John Rougeux — Fri, 20 Jan 2017 13:55:13 +0000

Hey Alex, thanks for sharing this. I’m curious how you share this feedback internally. Do you find it most effective to share the raw data with your entire team? What’s your process for reviewing these items and turning them into items on the roadmap – do you handle that yourself, or do you have a dedicated product person who handles? Thanks for your thoughts!

By: nah

nah — Fri, 20 Jan 2017 09:13:44 +0000

What about feedback that your support collects? Surprised not to see that in there.

By: danielkun

danielkun — Thu, 19 Jan 2017 19:10:06 +0000

Hey Alex, thanks for the post. And thanks for the spreadsheet – it is inspiring that you can have success with something so simple. I recently learned about productboard.com ‘s user research feature and was hooked by it, but seeing your sheet makes me think we can have success with something similar short-term without adding tools.

I have one question though: If you say “we” talk to customers, do you mean “I”, or are there more people who do it? How do you transport you insights to the dev team so that they can come up with solutions to your customers problems themselves?

By: Anne Paling

Anne Paling — Thu, 19 Jan 2017 15:55:54 +0000

I really appreciate the link to the google sheet! Analyzing the data seems very overwhelming but having that as a starting point, plus the idea of tagging keywords, makes it much more manageable. Killin’ it as always!

By: Mike Sudyk

Mike Sudyk — Thu, 19 Jan 2017 15:54:20 +0000

Great post Alex. We are in process of launching a SaaS app and this is gold! Thanks for putting this together. Planning on signing up for Groove when we launch