What is new?
- Productboard now intelligently detects the sentiment in every feedback note (positive, negative, neutral).
- This allows makers to filter their notes by sentiment to create note views containing customer love or their customers’ greatest pain points. (The sentiment filter can be combined with other types of filters too: topics, segments, time period, etc.)
- Makers can manually override the detected sentiment. This helps train the ML model, improving the accuracy of future sentiment analysis.
Why is this important?
- Often the feedback and requests product teams centralize in Productboard focus on the negative, like customer pain points and shortcomings of today’s product. It means too often we miss out on hearing what customers love about our product! Capturing customer love and sharing it with the team is a great way to celebrate successes and boost morale, as well as identify your product’s value propositions in customers’ own words.
- Product teams do still need to keep a pulse on users’ greatest frustrations with today’s product, which may be leading to lost business. Sentiment analysis can allow teams to zero in on the most negative feedback and identify painpoints that must be addressed.
- Sentiment analysis is an especially important capability for customers with large volumes of feedback, like B2C customers or those importing a high volume of survey responses or product reviews.
Thanks for the breakdown (new and value adds). Sentiment analysis can definitely improve the overall understanding (at-a-glance) of the feedback. Looking forward what comes next in Productboard. 😎
This seems like a great feature for B2C or customers collecting direct feedback on a massive scale. We are B2B and almost all of our notes are written in the third-person, so I don’t see it being valuable for us until we start using a public portal to collect direct feedback.
That said, it would be great if we could remove ‘Sentiment’ from the Note layout. If the layout evolves to include more fields, customers should have control over how that real estate is used. For example, we would strongly prefer to display segment or other account metadata that we ingest from Salesforce.
Thanks for sharing feedback
@matt.johlie I’ve pushed that up to our team.