Customer feedback is to inform your product, not to make decisions

feedback inform

Ok. Here’s how a lot of (SaaS) companies and startup think about customer feedback: “We don’t want our users to decide what to build next”. But when you ask them: “Won’t you rather build features that improve customer happiness and make your product a little bit better?”, they tend to say: “Yes, but…”.

It turns out most of the companies are just scared that, if they listen to feedback and they don’t do what users are asking, they will leave. But isn’t this already happening without the use of a feedback tool?

Customer feedback is already taking place

Let’s face it: every time a user sends you an email, starts a chat, talks to you on the phone or DM’s you on social media and suggests an improvement or feature request, you are in this loop of customer feedback x expectations:
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Most companies will never get back with an answer and just say “we’ll look into it”. This is killing. Because, especially if you’re running a SaaS, customer relationships are the most important thing in your business.

Get informed and decide yourself

One important thing to remember is this: “Customer feedback is to inform your product, not to make decisions”.
It’s not like you always have to do what your customers are asking or suggesting. They’re just trying to help you make a better product. They want to inform you. And they are capable of doing it, because, well, they are actually using your product. Listening to them is golden!

Here are 2 reasons when saying “no” is o.k. for your user.

#1 If the problem isn’t a problem at all
If they notice that it’s only them with this “problem” or need, or that there’s actually an already existing feature that can help them they will be fine with a friendly “no” to their request.

#2 If it’s just not aligned with the product’s vision
If you can give good reasons why a certain request just isn’t something you want to build because it’s something that isn’t aligned with your product’s vision, your users will totally understand it.

Saying ‘No’ is hard. Or isn’t it?

Most companies won’t even get to the point of saying “No”. And they certainly don’t want to use a public feedback board because they’re scared that they will disappoint users. In fact, it’s really the other way around: when you have a public board with an open and clear communication about what you’re building, like a roadmap, and you’re communicating with your users about suggestions and feature requests, they are more likely to accept a “no” because, well, you gave an answer.

And believe us, that’s what most companies “forget” to do. But the user never forgets. Never.

“I will never forget. Never”

It’s all about communicating

Just like in every relationship, communication is key. And communicating publicly tends to be very helpful. When you have a public discussion about certain features where other users can participate, you are 100% more likely to A) come up with an existing solution or B) build a better solution.
Here’s where feedback tools like Upvoty come in place.

  1. You can gather feedback from your users in a public space
  2. Other users can upvote and discuss the feedback
  3. Inform your users if it aligns with your product’s vision
  4. Share the progress on your product roadmap

Do you see? It’s not only about listening to your users and work for them. It’s about working together on building the best product out there and to be open in your communication. This will definitely lead to another thing…

Your users will love you! ❤️

Yes. Your users will absolutely love you because of just 1 simple thing: listening and talking to them. No longer will they experience the “we’ll look into it” but in fact “we will never get back with you again”. And therefore, they will love you.

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