Brainstorm feedback process

Closed Feedback Loop at PointRoll

Things that work for us today

• 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
• Leadership and Participant “buy-in”