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SEAN CRAMER • HEAD OF VOICE OF THE CUSTOMER • ATLASSIAN • @COSMOCRAMER
RUF’ing it out with Customer Feedback: Knowing the “Why”
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DETRACTORS PASSIVES PROMOTERS
% Promoters - % Detractors Net Promoter Score (NPS)
“There is a great difference between knowing and understanding: you can know a lot about something and not really understand it” - Charles F. Kettering
Usability - 63%
Reliability - 23%
Functionality - 14%
Drill-down
•Performance - 20%
•Bugs - 3%
•Editing - 14%
•Complexity - 22%
•Content- 32%
•Navigation - 9%
Lots of features and easy to use. Main detractor was performance though it seems fast today, maybe a recent upgrade? If the performance stays fast I would be more likely (to recommend it).D E V E LO P E R , C O N F L U E N C E
“
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Categorize content
Understand your feedback funnel along with the traffic and frequency
Measure the feedbackWho is it from? What area is it effecting? How many said it?
Find the sources
Group into RUF and sub themes that help give clarity into insights
Categorize and Measure
Establish baselines
Too many comments in one area can cause problems
Get commitmentInsight without action is useless. Make sure your company is willing to listen to feedback. If not, call me!!
Determine redlines
You can’t determine if things aren’t changing if you don’t know where you are. (NPS, RUF, CSAT)
Impact of insights
Communicate internal
Focus on 3-5 opportunities per product
Monitor improvementsScorecard it out! Monthly or quarterly. So the impact that change has made
Create your insights
Communicate that impact to the biz by constantly sharing user feedback
Build the system
Closing the RUF loop
Email and blog
Don’t let feedback fall on empty and deaf ears. Follow up with you users
Insights, no promisesComments come in themes. If you are going to make changes, share it
24-48 hours
Be proud of the changes you make. Blog about them externally and let your upset customers know
• Big cool statistic
• 2,569
• Add-Ons in Marketplace
Directions are instructions given to explain how. Direction is a vision
offered to explain why. - Simon Sinek