We have a really good active pool of SMEs that we can tap into on a regular basis
Our pool of knowledgable SMEs are plentiful in the same office and are usually very accessible
We usually perform iterative reviews with our user base and stakeholders
Many of our stakeholders and users demonstrate an evident “passion” for our products
Some challenges we are facing
There are multiple channels of feedback that go unmanaged and present different sets of expectations
Several channels of feedback are unknown or untapped; these channels may not be widely shared sending that feedback into a dark hole
It’s very difficult to get the feedback all at once or at least in the same location
There are differences of opinion based on the importance and priority of the feedback making it hard to manage what is not working vs what is nice to have
Because we have so many channels of feedback coming in, the challenge of managing the feedback becomes evident
Nothing is normalized; feedback is completely random and not organized or categorized
No prioritization; working on a list of items and setting expectations that each one of those items will be address
Since the feedback is hard to manage, there usually is no ownership. No one being accountable for the feedback
(prioritizing, categorizing, communicating and sharing)
Last but not least, our feedback mechanism does not have a target audience.
What can we do to improve
Identify specific and most impactful channels of feedback by knowing who our target audience is and what we want to discover about the product/feature
“Map the universe”… identify all of the folks involved in managing the feedback to create a consistent “loop” of communication and sharing
We can provide a mechanism for our clients that collects their feedback and organizes into a feedback system that is self sufficient
We can research how we might align and sync our feedback loop with Salesforce initiative using “Cases”
Each channel of feedback needs to have a clear value proposition and its own governance
We need to set core expectations for the receivers and participants of our feedback methods to be clear about prioritization and what we will work on
Closed Feedback Loop at PointRoll