This is an excerpt from The Receptive Launchpad Ebook + email series. Sign up here.
In the last section, we talked about the biggest mistake companies make when implementing a new feedback process:
Letting your teams & customers believe that all new requests will be reviewed, and responded to right away, by the product team.
So how do you avoid it?
Simple. Set clear expectations from day one (using your Product Feedback Policy) so your customers and team members know how often you'll be reviewing new requests, and what to expect when they submit a new request.
Post this information online (on your knowledge base, for starters) and link to it whenever you move new requests to "Awaiting Feedback". This will help set expectations and get them excited about using your Receptive account because they'll know what to expect.
The coolest thing about this triage process is it puts the responsibility back onto the requester to submit clear, convincing requests so others will vote on them since you're only reviewing your top requests.* Which saves you time and energy and keeps Receptive ticking away without lifting a finger.
This leads to:
- Data informed product decisions = better products & increased MRR
- Increased transparency (you can show vote counts to your customers) = happier customers, lower churn, & roadmap understanding across your company
*More on how this works coming up next...