{"id":2523,"date":"2020-07-01T09:00:39","date_gmt":"2020-07-01T13:00:39","guid":{"rendered":"http:\/\/blog3.canny.io\/wordpress\/?p=2523"},"modified":"2026-03-10T21:04:47","modified_gmt":"2026-03-11T01:04:47","slug":"understanding-customer-feedback-why-it-matters-who-is-saying-what","status":"publish","type":"post","link":"https:\/\/canny.io\/blog\/understanding-customer-feedback-why-it-matters-who-is-saying-what\/","title":{"rendered":"Understanding customer feedback: why it matters who is saying what"},"content":{"rendered":"

It\u2019s important to keep track of what your customers are saying about your product. All the feedback you get matters.<\/p>\n

But the reality is, when you\u2019re choosing what to build, the feedback you get from some customers might matter more.<\/em><\/p>\n

The key to understanding customer feedback? Knowing which customers are giving it<\/h2>\n

All your customers are important.<\/p>\n

But when it comes to choosing what to change or build, not all customer feedback holds the same weight.<\/p>\n

An important part of understanding customer feedback is knowing who is saying what. Not all of your users use your product to the same degree.<\/p>\n

Some might have used it once or twice. Others use it daily. And, it\u2019s likely that some customer segments are more critical to the success of your business than others. They might pay more. They might represent an important industry you\u2019re trying to appeal to. They might be a loyal, long-standing customer that\u2019s been with your business from the beginning.<\/p>\n

Here’s an example:<\/h3>\n\"understanding\n

Both of these customers matter. Providing great support and listening to both of them is important.<\/p>\n

But, if each customer requested a feature, which would you want to prioritize?<\/a><\/p>\n

The trouble is, if you don\u2019t know where your feature requests are coming from, you can\u2019t prioritize effectively.<\/strong> Without visibility into who is asking for what, you won\u2019t be able to know which feature requests are coming from which customer segments.<\/p>\n

To put it bluntly, you\u2019re working blind. It\u2019s impossible to prioritize what to build next based on how much value it brings to the customers that have the biggest impact on your business.<\/p>\n

Here\u2019s a deeper dive into why this is important.<\/p>\n

You\u2019ll get insight into which customers want what<\/h2>\n

You want to build the features your ideal customers most want.<\/p>\n

When you get a feature request, is it coming from:<\/h3>\n