What’s the best piece of product feedback you ever received from a user?
Elizabeth Obee
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Neri Raanani@neri_raanani
We've recently received a bunch of good feedback from users (after sending a survey) but the hard part is not acting right away once you get a single feedback from a user. Eventually, you want to make your users feel like they are heard, but a single piece of feedback is not worth the work. How do you find yourself addressing single feedback that can not be acted on?
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@neri_raanani we group our feedback into buckets, based on whether our users are highly dependent on our product, vs somewhat dependent, vs not very dependent. We use the question 'How disappointed would you be if Vouch no longer existed' to guage that product dependency. This way, we can evaluate whether a customer truly is in our core market / has product<>market fit, or is just loosely attached to our product.
We also look for trends in feedback that add validation to that first 'single feedback' anecdote. I'm sure if you continue to survey the base throughout the year, you'll typically see single feedback building into a repeated theme. Good luck!
That it helped them grow
In a way, the best feedback is one that you don't hear at all.
Often you spend 80% of your time and effort building some functionality for a couple vocal users and only when you take a step back, you realise that those vocal few, make up a small fraction of your overall revenues, while the majority of the users are happily using your product without complaining.
While user feedback is extremely important, you always have to keep in mind that acting on that feedback will not directly translate to more revenue.
Sometimes you just have to ignore the loud voices and focus on growing your base of silent but satisfied users.
@michaelflux so interesting, thanks for sharing. I'm curious to know how you understand the 'silent but satisfied' users? Do you profile them (e.g. by usage behaviour patterns, industry demographics, etc.?) or any other means? What signals do you monitor to understand and therefore grow this base?
Agree with you that the highly vocal can be the edgecase and a distraction from where your true market is! Thanks for sharing.
@liz_obee Generally, all the users to keep paying monthly for your service, without raising new tickets, without complaining about your service etc go into that bucket. (of course sometimes you just find users who signed up 6 months ago and forgot to cancel a subscription, so have to be aware of that).
After we have that bucket, we can analyse by all the categories you suggest. If hypothetically all the perfect users are cat owners in 40-45 years of age in Tokyo, then further targeted marketing becomes very straightforward (I wish it was such simple categories 🤣)
But of course with any data, all about the sample sizes. If you have 5 users and 1 is complaining, probably should address that. If you have 1000 and 800 of them are satisfied, may be worth it to let 200 churn if it saves yourself a ton of headache and support resources.
@michaelflux that makes sense to segment them and analyze them against different attributes. And yes, great point re. sample sizes and 'hidden' churners, e.g. those who just forgot to cancel the subscription. Thanks, Michael!
@michaelflux we're seeing some great product feedback coming through today our our launch (https://www.producthunt.com/post...) - really interested to use your segmentation approach and follow the behaviour of these users as they flow through the product.