Feedback for product teams

Product teams use Feedback to research user needs and to make decisions about the product roadmap. To these ends, product teams are responsible for:

  • Triaging requests. Ensure that the right tasks are assigned to the right people and filtering requests for PMs to estimate on with their Engineering colleagues.
  • Research and analysis. Analyze the requests you’ve collected, and to gather feedback on product iterations using Votes, Effort vs. Value, and ARR Reports.
  • Product strategy. Give Engineering the data to back up their development time and process owners the insight into what pieces of development align with business goals.

Triage

Product teams use Feedback to collect data and contacts that can be used for research projects, and to respond to product requests from internal teams, prospects, and customers from the Feedback platform.

Review requests in the Browse page

You can see the latest requests in the Browse page of Feedback, which you can access in the left-side navigation. For more detailed information, see Managing requests in the Browse page.

If you’re a Product Manager managing your own product or Product Area, you can create saved views of the data you need based on the right filters already applied in the Browse page to speed up your workflow. 

If you have multiple products or areas of the product that are managed separately, use the dropdown menus at the top of the Browse page to select the relevant filters. 

Bulk respond to new requests

Change the status of any new requests to Awaiting Feedback or whatever language suits your organizational processes, such as "Open for Voting". For more information on status naming, see Request statuses in Feedback.

If you receive a high volume of requests, you can change the status of multiple requests in bulk. For more information, see Act on a group of requests in the Managing requests in the Browse page article.

We recommend setting up an automatic saved response to help set expectations and keep your users informed. Go to Settings > Product Settings > Custom Responses > Create a Custom Response to create a status message that thanks your users for providing feedback and includes a link to your Product Feedback Policy, which should state that you can’t respond to every request.

Prune requests while you wait

Allow requests to be seen, voted on, prioritized, and commented on by others.

Use this time to prune duplicate, similar, accidental, and irrelevant requests. For instructions on how to do this, see the Duplicate and similar requests article. 

Decline requests that are actually bugs, along with a custom response explaining that the feedback has been passed to Support as a bug report, or with instructions on where your customers should submit bugs instead. You can then delete the request from Feedback. For more information, see Requests for Support in the Customer engagement with Pendo Feedback article.

Research and analysis

Use Feedback’s data to uncover insights and determine priorities.

Bulk add tags

Use the keyword search bar to find requests relating to an area you want to investigate, and bulk add a tag to all the requests in the result. 

For more information on tagging and what tags are used for, see Tagging in Feedback.

Use Feedback's reporting features

If your company already has a strategy or vision mapped out, use this to dig into the data. 

You can create your own filters in the Reports page of Feedback, which you can access in the left-side navigation. Select the Advanced tab on the right-side, where you can apply a range of filters to segment the requests you've received.

If, for example, your company strategy is to close more enterprise deals in the financial industry, you could add a filter to select only high-value accounts and another filter to select only those accounts in the financial industry. You would then be able to identify what your current enterprise and financial accounts want the most. Building those requests could help you to seal more deals with similar accounts in the future.

Product strategy

Define the plan for your product and how your customers should stand to benefit.

Determine development effort

You can set the development effort of requests, which you can then view in a graph showing Value against Effort of the requests you've received. To see this graph, navigate to Reports> Advanced > Value.

To set the effort, select the relevant request and then Edit. Scroll down to the Feature Effort slider, move it to the appropriate point, and select Save.

Meet to discuss the top requests

Work through the highest priority for each SmartList, then the second-highest, the third, and so on. As each item is reviewed, the organizer should update the status of the request in Feedback. Don't let the meeting run over its scheduled time limit. You might not get through all requests in the time, but you can get through your most valuable requests.

Validate user ideas

Justify product investments by gathering supporting evidence from your customers for product initiatives and testing solution ideas.

Create product Ideas in the Validate page of Pendo, add votes to these ideas, and capture real responses from your target audience to determine the demand for them. For more information, see Validate ideas.