How do you think about customer feedback?

How do you weigh it against other internal priorities / road map?

What if you disagree with a customer (cough) about the product? Have you ever changed your opinion based on customer feedback?

rahulvohra's avatar
almost 3 years ago

Customer feedback is pure gold! As I wrote on First Round Review, it is key to how we design our roadmap.

I'm going to paste in another answer here, as I was just asked a very similar question:

In my experience, startups tend towards one of two extremes. Some teams, especially those which are driven by vision, tend to constantly double down on what users love. Whereas some teams, especially those which are driven by data, tend to systematically address user issues.

In practice, I believe that you need to keep vision and data in very careful balance. If you only double down on what users love, then you will never grow beyond your initial niche. If you only address user issues, then your competition will likely overtake you.

Each quarter we plan to spend 50% of our time doubling down on vision, and 50% of our time addressing user issues.

The question then comes this: how do you prioritize within each stream?

Doubling down on vision is an art. This is where you get to exercise your "product instinct". Talk to your users, lean into your intuition, and figure out the most impactful ways to give people more of what they crave.

Addressing user feedback is much more straightforward. We use a very simple cost-impact analysis: we label each potential project as low/medium/high cost, and similarly low/medium/high impact. We then pick the lowest hanging fruit; projects which are both low cost as well as high impact!

And back to your questions! I do indeed change my opinion based on customer feedback. As I wrote above, customer feedback forms precisely 50% of my opinion 🙂

For example, in the early days of Superhuman you could not move conversations into folders. When it became clear that this is something that folks need to be able do, and that these folks would otherwise love Superhuman, we adjusted our plans accordingly.

2 points

This question is part of an AMA with Rahul Vohra.

View entire AMA with Rahul Vohra.
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