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Feedback Myth: You should act on feedback immediately

There’s a common misconception that B2B SaaS companies that have a proactive approach to feedback should act on new ideas...well, immediately.

This myth has caused a lot of problems for product teams who are inundated with great ideas from stakeholders from every angle and want to keep these stakeholders happy.

However, as humans we tend to have pretty short memories, and the latest thing we’ve heard is undoubtedly the most urgent. Urgent, important, and needs an answer immediately.

This is what product teams need to push back on, because important decisions should rarely be made in this way.

At Pendo, we recognize that you need a place where those ideas can simmer, and build use cases and additional feedback. You need to know how many people these ideas are going to impact, and get to the bottom of the pain point to know if more problems can be solved with one easy solution.

Pendo Feedback allows you to do just that.

By quickly moving your new feedback items to “awaiting feedback” and linking to your feedback policy, you’re allowing your product teams to push those decisions back and make those decisions with more clarity, insight, and perspective on what the big problems and opportunities really are.

There are two times Product teams should really be using Feedback:

  • For research
  • In roadmapping meetings

Research

Just because work is already underway doesn’t mean you can’t use Feedback. Do a quick search for the projects you’re currently working on and see if there are any interesting insights into what people have requested already.

You can also head over to your “Browse” tab in Feedback and filter down by tag to find some interesting ideas. Be sure to click into the ideas to see the discussion, that’s where the juicy use cases can sometimes be found.

And then, be sure to add this step to your planning process.

In roadmapping meetings

The obvious time to use Feedback is in your roadmapping meetings. Depending on your strategy and current goals, you’ll just start at the top of one or two of your SmartLists and work your way down.

This way you’re discussing + deciding on the requests that have the most value, and you’ll be reaching the exact user segment that you’re trying to help.

Initial review or triage

Here’s what we recommend: Quickly add important tags, decline things you KNOW you’re never going to build, and merge any obvious duplicates. But don’t spend a long time here. 95% of these new requests should be bulk updated to the “Awaiting Feedback” status in a minute or less.

Again, the goal is to use Feedback data when you’re planning + building things, not when someone first requests something.

This way, you’re using Feedback to take the pressure off your product team to say yes to the few, and the loudest stakeholders.

Trust the process by moving your roadmapping decisions down the road, and get out of the habit of making knee-jerk reactions when you only have one angle. A lot more of your stakeholders, and your target users will thank you for it.