Hey, fellow product managers!
How many feature requests do you have in your backlog? And how many of them will you actually implement? Does the user ever hear back again about their idea?
Oof, customer requests... Tricky they are!
Like you, we at Miro love our customers, and they love us back: we get lots of great feedback and tons of amazing, elaborate feature ideas. There are several channels that we are tracking: NPS survey feedback, support tickets, shoutouts on social networks, regular feedback review meetings with customer success and support agents.
But while we certainly want to deliver as much value as possible, it may be challenging to manage customers’ expectations when it comes to these requests.
So how do you go about it? Please share with us your tried and tested ways to track and follow-up on customer requests to guarantee the best user experience.
Or, take part in this short poll, and leave your own option in the comments!