{"id":8993,"date":"2016-03-22T10:10:01","date_gmt":"2016-03-22T17:10:01","guid":{"rendered":"http:\/\/intercom.com\/blog\/?p=8993"},"modified":"2020-07-30T13:02:15","modified_gmt":"2020-07-30T12:02:15","slug":"the-when-and-where-of-feedback","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/the-when-and-where-of-feedback\/","title":{"rendered":"The when and where of product feedback"},"content":{"rendered":"<p class=\"opening_paragraph\">Most product feedback is categorized by what was said, and occasionally who said it.<\/p>\n<p>But there\u2019s more to it than that. <strong>When<\/strong> and <strong>where<\/strong> it was said is information you can\u2019t afford to ignore.<\/p>\n<h2 id=\"the-new-and-the-old-are-different\">The new and the old are different<\/h2>\n<p><img decoding=\"async\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2016\/03\/Graph.png\" alt=\"\" \/><\/p>\n<p>It\u2019s a given that customers can only give useful <a href=\"https:\/\/www.intercom.com\/blog\/5-mistakes-we-all-make-with-product-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">product feedback<\/a> on products they have used. New users can\u2019t fairly assess your product, or tell you what you need to build next. But they can give <a href=\"https:\/\/www.intercom.com\/blog\/onboarding-users-low-hanging-fruit\" target=\"_blank\" rel=\"noopener noreferrer\">great insight<\/a> into your onboarding.<\/p>\n<p>So when new users insist a certain feature is missing, or isn\u2019t working properly, bear in mind this is their first rodeo. Knee-jerk reactions shouldn\u2019t be the core of your product feedback.<\/p>\n<p>Likewise, a lifelong user\u2019s feedback will be skewed by how they\u2019ve adapted themselves, their team, and their workflows around your product, <a href=\"https:\/\/xkcd.com\/1172\/\">warts and all<\/a>. This type of feedback is not necessarily invalid, but it\u2019s certainly atypical.<\/p>\n<p>So when you hear your biggest product issue is a missing configuration of an obscure feature you\u2019ve <a href=\"https:\/\/www.intercom.com\/blog\/how-to-sunset-a-feature\/\" target=\"_blank\" rel=\"noopener noreferrer\">planned to sunset<\/a>, or that \u201cthe old layout was better\u201d, understand this isn\u2019t coming from your typical user.<\/p>\n<h2 id=\"where-matters\">Where matters<\/h2>\n<p>When a customer asks about a feature, it\u2019s easy to tag these queries as <em>\u201cmissing feature\u201d<\/em> or <em>\u201ccustomer unaware how to add team\u201d<\/em>, and move on. But <strong>where<\/strong> in your product that question was asked carries valuable information.<\/p>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2016\/03\/Screen_w_Question-2.png\" \/><\/p>\n<p>A quick-fix to the above situation is to have your support team reply with a pre-canned response: <em>\u201cGo to the Team Configuration page.\u201d<\/em> The real solution is to ensure the feature is findable (and preferably usable) where customers are asking for it.<\/p>\n<p><img decoding=\"async\" class=\"small\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2016\/03\/Screen.png\" \/><\/p>\n<p>So when you\u2019re getting good product feedback, make sure you\u2019re recording the basics.<\/p>\n<ul>\n<li><strong>Who is the user<\/strong> \u2013 are they a free or paying customer? Active or inactive?<\/li>\n<li><strong>When did they say this<\/strong> \u2013 was it on their first\u00a0session? Or their 300th?<\/li>\n<li><strong>What are they saying<\/strong> \u2013 was it a feature request? Or a bug report?<\/li>\n<li><strong>Where are they saying it<\/strong> \u2013 was it on the \u201cteams\u201d page? Or on the \u201cnew project\u201d page?<\/li>\n<li><strong>How are they saying it<\/strong> \u2013 are they positive or negative? Patient or urgent?<\/li>\n<\/ul>\n<p>Every piece of feedback contains so much information. It\u2019s a mistake to only index on one.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Most product feedback is categorized by what was said, and occasionally who said it. But there\u2019s more to it than that. When and where it was said is information you can\u2019t afford to ignore. The new&hellip;<\/p>\n","protected":false},"author":5,"featured_media":8998,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[5],"tags":[86,148,252],"coauthors":[348],"class_list":["post-8993","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-product-and-design","tag-customer-feedback","tag-customers","tag-product-feedback"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The when and where of product feedback - The Intercom Blog<\/title>\n<meta name=\"description\" content=\"Getting quality customer feedback\u00a0is essential to building a great product. 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