Our demand reports allow you to easily identify your highest value requests for any segment of customers, prospects, internal teams, or product area, so you can make data-informed decisions on what to build next.
For example, do you need to know...
- The top five priorities for all of your enterprise accounts in North America?
- What your Customer Success teams need to keep the most MRR from churning?
- Whether you should build that big feature for a prospect?
Below you'll find details on how our reports work.
- What does the "value" mean, and how is it calculated?
- How are the low/mid/high value accounts calculated?
- Why can't I see all the votes in the predefined reports?
- How do I separate out my team's requests from our customer data?
- Why aren't all of my requests showing up in my reports?
- Why aren't there any requests in my reports?
Once the Feedback integration is set up and you have users in your account, you'll have data in several predefined reports:
The default report is the Customer SmartList. This report shows the items that will deliver the most to your active, paying, customers and it prioritizes your larger accounts. It uses your customer account values, the number of votes, and each user's priorities to sort this list. Churned customers, free triallers, prospects, and internal teams are all excluded from this report. Your larger customer account's requests will be higher up in this list than your smaller account's requests.
Read more about our roadmapping best practices or why we don't recommend relying on your popular vote reports
The Customer Impact report is similar to the Customer SmartList in that it shows the items that would deliver the most to your active customers. The difference is that it's ordered by "Total Account Value". This is the sum total of the values assigned to each customer (usually MRR) who is interested in a particular idea. This helps you to show shareholders why you're working on certain ideas over others.
The Internal SmartList shows the items that will deliver the most value to your internal teams (sales, success, engineering, etc). It uses the number of votes and user's priorities to sort this list. All customer and prospect demand is excluded from this list.
The Prospect SmartList is the same as the Customer SmartList, but it looks at the demand from your prospects, not customers.
The Effort vs Value report will chart the value vs the development effort of any report you're looking at, to see which items are quick wins, and which should probably be avoided.
To view any of these reports for a specific segment of users or area of your product, the rest of the predefined report list will help jump start your review.
For example, if you want to know what the priorities of all your active, paying customers are, and treat each account equally (by ignoring account value) then you'll just start at the Customer Priorities report. This excludes the "account value" metric so your large accounts have the same authority as your smaller accounts.
If you want to see which ideas rise to the top when only votes are taken into account, then the Customer Vote report will show you exactly that, ignoring other factors like priorities and account value.
If you want to see what all of your churned customers have requested, see the Churned Customers report. This shows the requests of all users who haven't used your product in the last 30 days.
If you have free triallers, and you'd like to see what common requests are across those users, just click your Churned Customer report.
Your predefined reports are just a starting point. You can delve much further into your reports using the Advanced filters to answer all kinds of interesting questions:
- What do my enterprise/mid-market/SMB accounts want?
- What trends has our Customer Success team identified?
- What do our Sales teams in the Southwest USA region need to close more deals?
- What will make our CAB happy?
- What quick wins can we build and what would the impact be?
See how below...
What do my enterprise/mid-market/SMB accounts want?
Use the predefined reports for high / mid / low value accounts:
What trends has our CS team identified?
If you're not sure which tags your CS team is using, you'll want to find out! They can be a source of trends, insights, and critical items that you wouldn't know about otherwise.
Here are a few ideas for tags your CS teams can use:
- Risk:Potential Bug
- Risk:Customer Value
- Customer Success:Quick Win?
- Customer Success:Strategic
- Project:Enterprise reporting
See more tagging ideas here.
To get this report, just start with the predefined report you need (Customer SmartList to prioritize by customer demand, Internal SmartList to prioritize by internal team demand, etc) then click "Advanced" > "Feature Filters" and select the tags you'd like to look at:
The great thing about this report is you can look at just the items your CS team have identified as important, but the list will be prioritized by customer (or internal team, or prospect) demand, making it easy to know exactly where to get started:
What do our Sales teams in the Southwest USA region need to close more deals?
For this report, you'll start with your Internal SmartList and use the advanced user filters to filter down to just the Sales team, then by region:
What will make our CAB happy?
Start out with your Customer SmartList and use your advanced user filters to find the requests your CAB most want, in order of priority.
What quick wins can we build and what would the impact be?
For any segment of users or area of your product, simply click "Advanced" > "Effort" to uncover your quick wins:
What does the "value" mean, and how is it calculated?
The value is calculated differently across all of your reports based on the metrics that you're looking at. Your SmartLists include:
- Number of votes by users
- Priority levels of users
- Value of the accounts (for prospects + customers)
These metrics are combined to give a "value" that you see in the list.
The value of each request is relative to the other requests in a report, so each request will have a different value depending on the report or filters that you're looking at. (A request that's valuable to paying customers but not to prospects will have a different value in the Customer SmartList than in the Prospect SmartList.)
How are the low/mid/high value accounts calculated?
The different customer and prospect segments (low/mid/high value) are calculated by segmenting your Account Values and then dividing them into four quartiles.
Low-value customers are those who fall into the 1st quartile, Mid-value into the 2nd and 3rd quartiles, and High-value into the 4th quartile.
In other words:
Why can't I see all the votes in the predefined reports?
There may sometimes be a discrepancy between the number of users attached to a request and the number of votes displayed on one of the predefined reports.
This is because the reports don't always show customer and team data together at once.
For predefined reports, some Account-level filters will be set automatically:
- Account Status - Paying
- Account Monthly Value - Any
- Account Activity - Any
Try tweaking the filters and you'll see the number of votes change accordingly.
How do I separate out my team's requests from our customer data?
It already is!
While you can combine filters to see a list of requests from customers AND prospects, you are unable to mix the data from customers and internal team members. This is for a number of reasons, but the gist is that in most cases it's best to keep those two data streams separate and analyze each individually.
Why aren't all of my requests showing up in my reports?
When looking at your reports, you may notice that not all requests are showing. This is usually because user or account filters are applied based on the pre-defined report you started with.
For example, if you started on the Customer SmartList and then filtered down by a request tag, you'll only see the requests with that tag that have been voted on by your active, paying customers.
To see all requests under a specific request tag, simply clear your "Account" filters to show all statuses, values, and activity:
Or switch between Customers / Prospects and Internal Users under "User Filters":
(Remember, your reports always separate out your internal team demand from your customer + prospect demand.)
If that doesn't work, you may have additional filters applied so take a look through your feature filters and make sure you've only selected the tags you want to see.
Why aren't there any requests in my reports?
It could be that your customer accounts are set to "Not Paying". This means they won't show in your reports by default. You can check this by clicking "Customers" in the left-hand navigation and looking at the "Status" column.
Non-paying customers are placed in the "Free Triallers" report and won't show up in the Customer SmartList.
If active customers are incorrectly set as "Not Paying", it suggests there's an issue with how you integrated. Check that your default setting for new customers is "Paying". If not, you should consider changing it.
It might also be that the account values are causing customers to be filtered out.
Check your filters by opening the "Account filters" tab and setting them to:
Account Status — Any
Account Monthly Value — Ignore
Account Activity — Any
This will mean every customer shows up on the report.