What to do with what people tell you.
WHERE FEEDBACK ARRIVES
Support conversations Sales conversations Reviews Direct requests Behaviour in the product
WHAT TO DO WITH IT
Collect it in one place.
WHY ONE PLACE
Scattered feedback cannot be counted, and counting is how patterns appear.
WHAT TO RECORD
What was said Who said it What they were trying to do The date
WHY WHO SAID IT
It lets you weigh it and return to them.
WHAT TO LOOK FOR
Repetition across different customers.
WHAT TO BE CAREFUL WITH
Weighting feedback by who complained loudest Assuming silence means satisfaction
WHY SILENCE IS AMBIGUOUS
Most dissatisfied users say nothing and leave.
WHAT TO DO ABOUT THAT
Ask people who left why.
WHAT TO DO WITH SUPPORT DATA
Treat repeated questions as product problems.
WHY
If people must ask, the product did not explain.
WHAT TO DO ABOUT FEEDBACK YOU WILL NOT ACT ON
Acknowledge it, and be honest.
WHY
People accept no; they resent silence.
WHAT TO TELL PEOPLE WHEN YOU DO ACT
That you did, and that it came from them.
WHAT THAT PRODUCES
More feedback, and goodwill.
WHAT TO REVIEW PERIODICALLY
The collected feedback, as a whole.
