I’m super curious if anyone has experience working with customer feedback at scale for making great products in a company with a B2C use case. A company that has 100’s of thousands or millions of end-users of your product.
Firstly, it would be great to know what processes you are using or tools that work really well to understand your users better. I’m not saying these methods would work really well but just thought I could jot down some questions to spark conversation:
Are you periodically posting a NPS survey or some other survey type to your customers with an in-product prompt for example?
Does your support team have an efficient process for sharing product feedback with the product team?
Do you run some type of community or forum to collect product feedback?
Do you have a mature data analytics team that can extract data from places where your customers talk about your product? e.g. social media, forums, support pages
Would you be focusing more on product analytics rather than reviewing direct customer feedback?
The next area I would think about is, what would be the best places to consolidate all that feedback data for analysis to help drive product decisions. I can imagine it could be a huge challenge to collect all this data in a single place and make sense of it.
Are you using any tools to consolidate all this feedback data in one place?
Is there any neat ways you are analysing the data? (e.g. just looking at particular segments or samples)
Thanks for reading & hoping we can get a conversation going!
All the best,