{"id":2161,"date":"2020-09-01T22:00:32","date_gmt":"2020-09-02T02:00:32","guid":{"rendered":"http:\/\/blog3.canny.io\/wordpress\/?p=2161"},"modified":"2024-03-05T16:51:27","modified_gmt":"2024-03-05T21:51:27","slug":"organizing-feedback","status":"publish","type":"post","link":"https:\/\/canny.io\/blog\/organizing-feedback\/","title":{"rendered":"Canny best practices: How to organize customer&nbsp;feedback"},"content":{"rendered":"<p>One big advantage of using Canny is you can organize customer&nbsp;feedback.<\/p>\n<p>Without a way to keep feedback organized, it becomes difficult to&nbsp;manage.<\/p>\n<p>Feedback piles up. It becomes difficult to make sense of or sift through. Things fall through the cracks, and customers get disappointed (and <a href=\"https:\/\/canny.io\/blog\/increasing-customer-loyalty-by-collecting-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">end up&nbsp;churning<\/a>).<\/p>\n<p>Canny helps eliminate this problem. With a process in place for organizing feedback, your team can make informed product&nbsp;decisions.<\/p>\n<h2>How to use Canny to organize customer feedback<\/h2>\n<p>Depending on your company, you may want to organize customer feedback&nbsp;differently.<\/p>\n<p>There are 3 main ways you can organize feedback within&nbsp;Canny:<\/p>\n<h3>Canny boards:<\/h3>\n<p>Highest level of organization\u2014for main themes like feature requests and bug&nbsp;reports.<\/p>\n<h3><img decoding=\"async\" class=\"border wp-image-2167 size-full alignnone lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/boards.jpg\" alt=\"Canny boards\" width=\"2100\" height=\"653\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/boards.jpg 2000w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/boards-300x93.jpg 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/boards-768x239.jpg 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/boards-1800x560.jpg 1800w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/boards-210x65.jpg 210w\" data-sizes=\"(max-width: 2100px) 100vw, 2100px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 2100px; --smush-placeholder-aspect-ratio: 2100\/653;\" \/><\/h3>\n<h3><strong>Categories:\u00a0<\/strong><\/h3>\n<p>Public-facing, limited to one category per post. Every board has its own&nbsp;categories.<\/p>\n<img decoding=\"async\" class=\"border wp-image-2168 size-full alignnone lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories.jpg\" alt=\"Canny categories\" width=\"2100\" height=\"786\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories.jpg 2000w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-300x112.jpg 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-768x288.jpg 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-1800x674.jpg 1800w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-210x79.jpg 210w\" data-sizes=\"(max-width: 2100px) 100vw, 2100px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 2100px; --smush-placeholder-aspect-ratio: 2100\/786;\" \/>\n<h3>Tags:<\/h3>\n<p>Admins only, unlimited tags per post. Every board has its own&nbsp;tags.<\/p>\n<img decoding=\"async\" class=\"border wp-image-2169 size-full alignnone lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/tags.jpg\" alt=\"Canny tags\" width=\"2100\" height=\"732\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/tags.jpg 2000w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/tags-300x105.jpg 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/tags-768x268.jpg 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/tags-1800x627.jpg 1800w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/tags-210x73.jpg 210w\" data-sizes=\"(max-width: 2100px) 100vw, 2100px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 2100px; --smush-placeholder-aspect-ratio: 2100\/732;\" \/>\n<p>How your company is set up will help determine the best way for you to set Canny up for your&nbsp;team.<\/p>\n<p><!--HubSpot Call-to-Action Code --><span id=\"hs-cta-wrapper-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-node hs-cta-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\"><!-- [if lte IE 8]>\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n<![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" id=\"hs-cta-img-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" class=\"hs-cta-img aligncenter lazyload\" style=\"--smush-placeholder-width: 1300px; --smush-placeholder-aspect-ratio: 1300\/642;border-width: 0px;\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa.png\" alt=\"Canny free trial\" width=\"1300\" height=\"642\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(5705808, 'e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa', {\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code --><\/p>\n<h2>2 different examples of customer feedback management in Canny<\/h2>\n<p>Let\u2019s go over two different situations so you can figure out the best approach for&nbsp;you.<\/p>\n<h3>First, answer these 2 questions:<\/h3>\n<ol>\n<li>Does your company offer separate products each with its own product&nbsp;manager(s)?<\/li>\n<li>Given a feature, can your customers identify which product it belongs&nbsp;to?<\/li>\n<\/ol>\n<h3>Situation 1: Distinct products<\/h3>\n<p>If your answer to both questions is &#8220;yes,&#8221; your company offers distinct products. This is more common among larger&nbsp;companies.<\/p>\n<p>A good example of this is Zendesk. They have several distinct products like Support, Guide, Chat, among&nbsp;others:<\/p>\n<img decoding=\"async\" class=\"aligncenter size-full wp-image-2173 lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/zendesk-products.jpg\" alt=\"\" width=\"2426\" height=\"958\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/zendesk-products.jpg 2000w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/zendesk-products-300x119.jpg 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/zendesk-products-768x303.jpg 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/zendesk-products-1800x711.jpg 1800w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/zendesk-products-210x83.jpg 210w\" data-sizes=\"(max-width: 2426px) 100vw, 2426px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 2426px; --smush-placeholder-aspect-ratio: 2426\/958;\" \/>\n<p>In this case, we recommend creating separate boards for each&nbsp;product.<\/p>\n<p>This way, each product has its own &#8220;home&#8221; for feedback. Product managers can focus on the feedback relevant to them by going directly to their&nbsp;board.<\/p>\n<h3>Situation 2: One main product<\/h3>\n<p>If you answered &#8220;no&#8221; to one or both questions above, your company likely offers one main&nbsp;product.<\/p>\n<p>If you feel like your answers aren&#8217;t obvious, we would recommend starting out simple. You can always organize things differently in the&nbsp;future.<\/p>\n<p>A good example of this us, here at Canny. We have some fairly distinct product areas (feedback, roadmap, changelog) but we don&#8217;t have dedicated product managers for&nbsp;each.<\/p>\n<p>In this case, we recommend creating a single board. Name the board with a generic phrase such as &#8220;feature requests&#8221; or simply&nbsp;&#8220;feedback.&#8221;<\/p>\n<h2>More ways to organize customer feedback<\/h2>\n<h3>Categories<\/h3>\n<p>Beyond boards, Canny offers categories. They are a helpful way to further organize your feedback. A single post can only be assigned a single category. Any user can filter feedback on a board by a select&nbsp;category.<\/p>\n<div class=\"callout\"><strong>Situation A:<\/strong><br \/>\nTake accountability a step further with categories. If you have several product managers working on each product, you can map categories to your team.For example, Anna and Mike both work on help desk software. Specifically, Anna works on the inbox while Mike works on analytics.So, they could create categories for \u201cInbox\u201d and \u201cAnalytics.\u201d That way, they can keep track of feedback about their respective areas:\u00a0<img decoding=\"async\" class=\"border aligncenter wp-image-2175 size-full lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-settings.jpg\" alt=\"\" width=\"2100\" height=\"732\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-settings.jpg 2000w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-settings-300x105.jpg 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-settings-768x268.jpg 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-settings-1800x627.jpg 1800w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/02\/categories-settings-210x73.jpg 210w\" data-sizes=\"(max-width: 2100px) 100vw, 2100px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 2100px; --smush-placeholder-aspect-ratio: 2100\/732;\" \/>Alternatively, you may also consider creating categories to identify the type of feedback. For example, &#8220;feature requests&#8221; versus &#8220;bug reports.&#8221;<\/p>\n<\/div>\n<div><\/div>\n<p class=\"callout\"><strong>Situation B:<\/strong><br \/>\nIf you have a single feedback board, categories are a good way to filter down posts. For Canny, we have a single <a href=\"https:\/\/feedback.canny.io\/\" target=\"_blank\" rel=\"noopener noreferrer\">Feature Requests board<\/a>. We may consider adding categories for our product areas: Feedback, Roadmap, and Changelog.<\/p>\n<p>As a general rule, if the categorization isn&#8217;t useful to you, don&#8217;t include&nbsp;it.<\/p>\n<p>If you decide to use categories, make sure people giving feedback would be able to correctly identify the right category. Incorrect categorization is worse than no categorization at&nbsp;all.<\/p>\n<h3>Tags<\/h3>\n<p>Internally, you may want to filter feedback on custom traits. Tags were built for this. They are fully customizable and only accessible to your&nbsp;team.<\/p>\n<p><strong>Here are some ideas for when to use&nbsp;tags:<\/strong><\/p>\n<ul>\n<li><strong>Key performance indicators<\/strong><br \/>\nIdentify if an idea would be impactful for a specific KPI. Consider tags like &#8220;retention,&#8221; &#8220;up-sells,&#8221; or &#8220;NPS.&#8221;<\/li>\n<li><strong>Sprints<\/strong><br \/>\nIt would be helpful to filter a list of ideas down to when you&#8217;re working on them. Consider tags like &#8220;Q1 sprint,&#8221; &#8220;bug bash,&#8221; or &#8220;up next.&#8221;<\/li>\n<li><strong>Urgency<\/strong><br \/>\nSome features may require special priority. Keep an eye on those with tags like &#8220;urgent,&#8221; &#8220;high priority,&#8221; or \u201ccustomer promise.\u201d<\/li>\n<li><strong>Effort<\/strong><br \/>\nFilter to low hanging fruit with a &#8220;low effort&#8221; tag. Or look longer-term with &#8220;high effort.&#8221;<\/li>\n<li><strong>Platform<\/strong><br \/>\nDistinguish based on platform with tags like \u201cdesktop\u201d and \u201cmobile.\u201d<\/li>\n<\/ul>\n<h2>Reveal feedback insights<\/h2>\n<p>For growing teams, feedback is overwhelming. Often times, <a href=\"https:\/\/canny.io\/blog\/ignore-user-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">feedback is ignored<\/a> because there&#8217;s just too much of&nbsp;it.<\/p>\n<p>Our goal is to help each person on your team find the feedback that is relevant to&nbsp;them.<\/p>\n<p>By setting up the appropriate feedback organization structure, reviewing feedback will be easy. Admins in Canny can sort, filter, and segment feedback to reveal insights within their&nbsp;scope.<\/p>\n<p>Keep in mind, you can always edit where a post&nbsp;belongs.<\/p>\n<p>Wrong board? Move it to the right&nbsp;one.<\/p>\n<p>Duplicate post? Merge it into the right&nbsp;one.<\/p>\n<p>Wrong category? Set it to the right&nbsp;one.<\/p>\n<p>With Canny, you can actually make use of the feedback your customers are giving you. Your team will build better products when making informed product&nbsp;decisions.<\/p>\n<p>Be sure to check out our <a href=\"https:\/\/canny.io\/blog\/canny-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">other best practices<\/a> to make the most out of Canny. If you&#8217;re not using Canny to organize and track feedback yet, you can <a href=\"https:\/\/canny.io\/register\" target=\"_blank\" rel=\"noopener noreferrer\">try it free for 14&nbsp;days<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer feedback is incredibly valuable\u2014but you need a system to manage it. Canny helps you organize customer feedback, so you can make better decisions.<\/p>\n","protected":false},"author":2,"featured_media":5783,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[9],"tags":[],"class_list":["post-2161","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-canny-best-practices"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer feedback management \u2013\u00a0how to - Canny Blog<\/title>\n<meta name=\"description\" content=\"Customer feedback management is incredibly valuable, but you need a good system. 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