Learning how to accomplish the best of our customers’ requests and feedback.
At Nubank, we are advantageous to accept an affianced and amorous association of users, who abide hundreds of acknowledgment and affection appeal letters every anniversary through our abutment channels and amusing media.
This abiding and loyal beck of ascribe is like a gold abundance to our advantageous artefact teams. It is attenuate that such a affluent and autonomous antecedent of acumen into user’s needs and pains is this readily available.
Managing this advice and putting it to acceptable use, though, has been abundant trickier than we’d imagine. In this article, we’ll allotment some of the challenges we’ve faced, how we’ve dealt with them until now, and what we’re planning to do next.
When I aing Nubank aback in 2016, we were advancing the 1MM alive chump mark. At this point, every acknowledgment bulletin we accustomed was proactively acquaint by our chump abutment experts (xpeers) in a Slack access alleged #feedbacks.
It is absorbing to agenda that cipher accepted that abutment aggregation associates address chump feedbacks to the artefact teams. This workflow was a accustomed aftereffect of accepting a highly-trained abutment aggregation that feel as abundant buying of the final artefact as designers, PMs and engineers.
To this date, anyone in the aggregation can accompany the #feedbacks channel, apprehend through accepted and hot requests in absolute time, collaboratively altercate them in threads, adduce solutions and @ acknowledgment stakeholders to get their absorption on important issues.
As I address this, the #feedback access is the 34th best accepted access out of 1454 channels in our Slack account. It has 232 associates and is bubbles with real-time chump letters all day.
? Amount added by this aboriginal simple solution:
Even admitting this was a abundant start, there were axiomatic problems that bare addressing:
? Downsides of the aboriginal solution:
In adjustment to acclimate to our growth, squads artlessly started creating aftereffect acknowledgment channels specific to their domain.
So above the capital #feedback channel, which became home to added “generic” topics, we started seeing channels like #virtual-card-feedback, #chargeback-feedback, and so on, get created every now and then.
With this new approach, stakeholders now could subscribe to specific capacity and accept a less-noisy subset of user’s needs.
The bigger change came back we absitively it was time to carelessness screenshots to accept a added structured online acquiescence form. We created a simple Google Forms and activated it to every acknowledgment access as a centralised acquiescence system.
At the beginning, we afraid that chump abutment assurance was activity to bead because of the added friction. At the aforementioned time, though, the amount we’d be able to acquire from structured, parsable abstracts was absolutely account the risk.
We additionally fabricated abiding that back the anatomy was submitted, a bot replicated the acquiescence to Slack, apery our earlier model. This way, on-the-spot discussions and accoutrement could still appear on Slack, while artefact teams would still be empowered with a structured database on Google Sheets.
This new workflow acquainted like a all-inclusive improvement, and we ran with it, unchanged, for a while. We could now assort and rank affection requests, get in blow with specific users to accept their needs added deeply, and allotment added astute letters with the company.
However, as we all know, area there’s a spreadsheet workflow, there’s an app. Actual bound we acquainted that account through a continued account of requests on Google Sheets didn’t action the best assay experience, so we started arcade for third-party apps that could advice us administer chump feedback.
Phase 3: Third-party platform
The abstraction aboriginal came back we landed on this video from MailChimp, area their analysis aggregation explains how they congenital a global, searchable database of insights central Evernote.
We approved architecture a agnate workflow, but it didn’t feel absolutely adapted to our specific needs. We shopped about for a bit until we eventually begin and acquainted at home with ProductBoard.
By administering our Google Anatomy submissions to Artefact Board, we can array letters by product, sub-product, tags, and accept discussions in context. We can consign acquaintance advice for all barter that requested affection X and get a researcher, designer, or analyst talking to them.
More importantly, a specialised apparatus gave us the adapted mindset to attending at affection requests. They are actual adamant about not alleviative affection requests as an all-important baronial that tells us what to body next, but instead as one abstracts point amid abounding others that we should accede to accomplish bigger decisions.
For us, this dashboard has become the starting point for abounding projects. It’s a abode we go to get a aboriginal feel of customers’ needs, accession antecedent antecedent for the analysis studies, and advance acquaintance about low-priority but acute issues in our products. It has become an basal allotment of the analysis puzzle, not alone a antecedent of accuracy to roadmap decisions.
Our accepted band-aid gives us a abundant bigger faculty of ascendancy over the advice we collect, but the action is far from perfect. It is adamantine to appraisal the cost/benefit of the astronomic accomplishment adapted to report, sort, and assort all the letters we receive, and it will absolutely not calibration at the acceleration we need.
Here are some aing accomplish we’ve been cerebration about for approaching iterations.
An important footfall we could booty involves award means for barter to self-report their requests after aperture chump abutment tickets. Doing this will abate the amount created by acknowledgment tickets that don’t crave support, and accord us a less-biased beck of insights, which today accordingly get filtered by the agent’s akin of attention, squad, or alike claimed absorption in the affection at hand.
Some companies break this by creating a specific “feedback” access point and breeze on their apps, that is abstracted from “help” sections and ability bases. Others absolute barter to an online anatomy and ask them to ample it themselves.
It is boxy to accumulate up with the beck of affection requests if we accept to apprehend and array them in categories by hand. Looking ahead, we charge a archetypal that allows barter to pre-sort their messages. This would crave that we actualize a anatomy that both barter can accept and that we can use internally to alter letters to adapted channels.
Looking alike further, we ability appetite to accept apparatus acquirements algorithms do the hard, repetitive work, the aforementioned way they currently do for acquisition abutment tickets.
Some companies we admire, such as Monzo, accept adopted an “open roadmap” archetypal area users can request, vote, and altercate appearance online. It is not bright to us yet if this archetypal would assignment in our context, but it is a band-aid that scales well, and one that gives users an absurd faculty of buying and empowerment.
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