This article is based on Tencent's "spit a slot", and conducts an in-depth discussion on the key points, collection process, evaluation and classification of user feedback, analyzes the current problems faced by the user feedback platform, gives relevant optimization suggestions, and provides suggestions for future user feedback platforms. The development direction is prospected. 1. When we say user feedback, what are we talking about? [Question] What is user feedback? Why do we collect feedback? [Answer] User feedback can help our products become better! Let's build a platform! and many more! What is a "better" product? How does our product "get better"? There is also 5W1H, students! If these basic problems are not solved, it may be a little wasteful to be a feedback platform directly. 1.1
Key points of user feedback Since it is to collect user feedback, then this matter has to start from the user. For users, submitting feedback is definitely a "superfluous" workload. However, as long as we open the port for submitting feedback on the phone number list product (which is usually open), we can receive more or less feedback from users, some of which are praised to the sky, and some who press on the ground to rub against the ground. So what makes users "give up" the option of "direct churn" to give feedback? We look at it from both positive and negative aspects: [Active users]: This product is great, my main demands have been satisfied, it would be even better if I
could change it or add some peripheral functions! [Negative user]: This...what the hell is this product! The boss also has to let this one, so let them change it quickly! (Or some other factors that make users have to choose this product, such as: there is no competing product alone, there is a lot of historical data that is inconvenient to migrate, etc.) Well, for the above two kinds of users, the standard of "good" is completely different - For users who are already satisfied, they may be willing to spend more time and energy assisting the team to improve the product, and correspondingly can tolerate some temporary solutions and delayed time points; therefore, for such users, their feedback is