{"id":2656,"date":"2020-08-26T08:00:20","date_gmt":"2020-08-26T12:00:20","guid":{"rendered":"http:\/\/blog3.canny.io\/wordpress\/?p=2656"},"modified":"2024-03-05T16:50:47","modified_gmt":"2024-03-05T21:50:47","slug":"ignore-user-feedback","status":"publish","type":"post","link":"https:\/\/canny.io\/blog\/ignore-user-feedback\/","title":{"rendered":"What happens if you ignore user&nbsp;feedback?"},"content":{"rendered":"<p>Taking action (even a small action) on user feedback can have a huge&nbsp;impact.<\/p>\n<p>User feedback is never perfect. Customers have unrealistic expectations or niche use cases. They don&#8217;t really understand the effort it takes to make changes to your&nbsp;product.<\/p>\n<p>But, their feedback is a valuable resource. They\u2019re the ones using your product. So, they have a great perspective on how it could be&nbsp;better.<\/p>\n<p>It&#8217;s important that you don&#8217;t ignore user feedback. When users provide feedback, they\u2019re expecting you to <em>do<\/em> something with&nbsp;it!<\/p>\n<div class=\"callout\">\n<p><strong>To be&nbsp;clear:<\/strong><\/p>\n<p>&#8220;Doing something&#8221; or &#8220;taking action&#8221;&nbsp;<a href=\"https:\/\/canny.io\/blog\/say-no-feature-requests\/\" target=\"_blank\" rel=\"noopener noreferrer\">does not mean coding and shipping every request you get<\/a>. That would likely make for a trainwreck of a&nbsp;product.<\/p>\n<p>It means demonstrating that you didn&#8217;t just ignore user feedback, but have taken it&nbsp;seriously.<\/p>\n<\/div>\n<p>Failing to take action on your feedback can have negative consequences\u2014the long-term kind that negatively impact relationships with your most valuable&nbsp;users.<\/p>\n<p>Let\u2019s look at some of those consequences, and steps you can take to avoid&nbsp;them.<\/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>What happens when you ignore user feedback<\/h2>\n<h3>Feedback piles up and becomes a burden, versus a source of stimulus<\/h3>\n<p>Too often, user feedback is treated like an article of dirty&nbsp;laundry.<\/p>\n<p>It\u2019s collected, and (hopefully, maybe, eventually) you\u2019ll get to it later on. Feedback becomes a byproduct of customer interactions, instead of a valuable resource. It&#8217;s certainly not farmed or&nbsp;cultivated.<\/p>\n<p><strong>The whole point of asking users for their input is so that you can do something with it.<\/strong> Users will give you brilliant ideas. But, you have to <em>do something<\/em> with those&nbsp;ideas.<\/p>\n<p><strong>Let&#8217;s look at a couple of&nbsp;examples:<\/strong><\/p>\n<p>Our <a href=\"https:\/\/feedback.canny.io\/feature-requests\/p\/internal-comments\" target=\"_blank\" rel=\"noopener noreferrer\">internal comments function<\/a>, as well as our <a href=\"https:\/\/feedback.canny.io\/feature-requests\/p\/roadmap-view\" target=\"_blank\" rel=\"noopener noreferrer\">roadmap view<\/a>, were both user-generated. (Click on either link to see the original&nbsp;submissions!)<\/p>\n<figure id=\"attachment_2664\" aria-describedby=\"caption-attachment-2664\" style=\"width: 1998px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"size-full wp-image-2664 lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed.png\" alt=\"our roadmap and why you shouldn't ignore user feedback\" width=\"1998\" height=\"1104\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed.png 1998w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed-300x166.png 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed-768x424.png 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed-1853x1024.png 1853w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed-210x116.png 210w\" data-sizes=\"(max-width: 1998px) 100vw, 1998px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1998px; --smush-placeholder-aspect-ratio: 1998\/1104;\" \/><figcaption id=\"caption-attachment-2664\" class=\"wp-caption-text\">A request for a Canny roadmap\u2014which is now <a href=\"https:\/\/canny.io\/features\/product-roadmap\" target=\"_blank\" rel=\"noopener noreferrer\">one of our core features<\/a>.<\/figcaption><\/figure>\n<p>But when feedback is a free-for-all, ideas like these often get buried. You don\u2019t know what to work on first. You can\u2019t measure the impact a suggestion might&nbsp;have.<\/p>\n<p>It becomes an unwieldy list that everyone is afraid to look&nbsp;at.<\/p>\n<h3>Users can sense if you\u2019re not acting on feedback (and will stop giving it)<\/h3>\n<p>It\u2019s better not to ask users for feedback at all than to ask for their input and ignore&nbsp;it.<\/p>\n<p>Collecting feedback cannot be an end goal. When you take in feedback, there needs to be a resolution of some&nbsp;kind.<\/p>\n<p>Otherwise, it\u2019s like putting up a nice-looking suggestion box. People will notice if it\u2019s never opened. Your users will also notice if they never hear back about any of their&nbsp;suggestions.<\/p>\n<p><img decoding=\"async\" class=\"gif size-full wp-image-2666 aligncenter lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/office-gif.gif\" alt=\"\" width=\"400\"&nbsp;height=\"225\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 400px; --smush-placeholder-aspect-ratio: 400\/225;\"><\/p>\n<p>Users feel they\u2019re doing you a favor by giving you their feedback\u2014and they are! When those ideas disappear into a void, giving you that feedback becomes a waste of time, both for them and for&nbsp;you.<\/p>\n<h3>Users won&#8217;t feel product loyalty\u2014and are more likely to churn<\/h3>\n<p>If a user believes their input is never even considered, they&#8217;ll be <a href=\"https:\/\/canny.io\/blog\/increasing-customer-loyalty-by-collecting-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">less likely to stay loyal to your&nbsp;product<\/a>.<\/p>\n<p>This makes them easy targets for your competition. Your competitors won&#8217;t have to work hard to entice these customers&nbsp;away.<\/p>\n<p>It also makes it harder to get opinions when you launch a new function or need some input on what to build next. When you meet your users with silence, they\u2019ll eventually respond in&nbsp;kind.<\/p>\n<h2>Taking action on user feedback<\/h2>\n<h3>Take it all in: Be active about collecting feedback<\/h3>\n<p>User feedback can be overwhelming. But, don\u2019t let that stop you from doing something with&nbsp;it.<\/p>\n<p>Encourage your users to leave feedback! Be active about it. It&#8217;s a positive sign for them that you\u2019re dedicated to improving your&nbsp;product.<\/p>\n<p>Asking for feedback also encourages user retention. A user who gives input is more likely to feel invested in your product. They will be more patient with your development&nbsp;speed.<\/p>\n<p>It also helps to focus on your target market. Request feedback from the customers you wish you could clone. Let your user base know that they (and their opinions) are&nbsp;valued.<\/p>\n<p>This way, you\u2019re a<em> partner,<\/em> not just a&nbsp;vendor.<\/p>\n<h3>Organize and prioritize<\/h3>\n<p>Don\u2019t simply \u201cthrow it on the pile.\u201d Organize your&nbsp;feedback.<\/p>\n<p>You need to keep track of who requested what. Also, how many people have made that same request. This way, you can understand <a href=\"https:\/\/canny.io\/blog\/understanding-customer-feedback-why-it-matters-who-is-saying-what\/\" target=\"_blank\" rel=\"noopener noreferrer\">which ideas carry the most value and should be&nbsp;prioritized<\/a>.<\/p>\n<p>Let\u2019s say I have a suggestion from three of my enterprise customers. There\u2019s another suggestion from thirty of my freemium-tier users. I should have a way to determine that the former\u2019s value outweighs the&nbsp;latter\u2019s!<\/p>\n<p><a href=\"https:\/\/canny.io\/blog\/roadmap-prioritization-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">Prioritize the demands of your target users<\/a> for larger projects. But don\u2019t ignore the low-hanging fruit\u2014quick wins will demonstrate you\u2019re working&nbsp;actively.<\/p>\n<p>Feedback should be accessible to your team. In Canny, we make it searchable and allow you to tag\/categorize submissions. This way, you have a finger on the pulse of your&nbsp;users.<\/p>\n<p>Finally, you <a href=\"https:\/\/canny.io\/blog\/should-you-have-a-public-roadmap\/\" target=\"_blank\" rel=\"noopener noreferrer\">should have a public roadmap<\/a> (obviously). This way, your users can see you\u2019re actually working on things when they come to your Canny page. The feedback they provide isn\u2019t just going unnoticed. It\u2019s going through a&nbsp;process.<\/p>\n<h3>Close the loop<\/h3>\n<p><a href=\"https:\/\/canny.io\/blog\/say-no-feature-requests\/\" target=\"_blank\" rel=\"noopener noreferrer\">Even if the answer is no<\/a>, you should not leave a user&nbsp;hanging.<\/p>\n<p>Users appreciate communication more than most companies realize. Making a user feel heard means responding to them in some&nbsp;way.<\/p>\n<p>It doesn\u2019t have to be a heartfelt, personalized essay, either. A plain, straightforward update will still be appreciated. Even something as cold as \u201cYour submission is now under review\u201d lets your user know they\u2019ve been&nbsp;heard.<\/p>\n<p>But sometimes, the response is to clarify. Many ideas come in&nbsp;half-baked.<\/p>\n<p>Even <a href=\"https:\/\/canny.io\/blog\/how-to-ask-the-right-customer-feedback-questions\/\" target=\"_blank\" rel=\"noopener noreferrer\">asking a simple question or two<\/a> might have the user think twice about their&nbsp;request:<\/p>\n<figure id=\"attachment_2665\" aria-describedby=\"caption-attachment-2665\" style=\"width: 1604px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"size-full wp-image-2665 lazyload\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed-1.png\" alt=\"asking questions about user feedback\" width=\"1604\" height=\"709\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed-1.png 1604w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed-1-300x133.png 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed-1-768x339.png 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/unnamed-1-210x93.png 210w\" data-sizes=\"(max-width: 1604px) 100vw, 1604px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 1604px; --smush-placeholder-aspect-ratio: 1604\/709;\" \/><figcaption id=\"caption-attachment-2665\" class=\"wp-caption-text\">Asking questions about the feedback you get is important.<\/figcaption><\/figure>\n<p>Depending on the situation, the best thing to do might be to wait for more feedback. It\u2019s fine to let the user know you\u2019re waiting on others to weigh in so that you can gauge&nbsp;interest.<\/p>\n<p>And, it&#8217;s okay to show users that there really isn&#8217;t enough interest from your user base to warrant building&nbsp;something.<\/p>\n<p>Ultimately, you should be communicating, asking questions, and sharing updates on progress when you can\u2014not just the final&nbsp;outcome.<\/p>\n<h2>Small actions help avoid negative outcomes<\/h2>\n<p>You don\u2019t have to ship code at breakneck speed to show users you\u2019re taking feedback&nbsp;seriously.<\/p>\n<p>Users want to be seen and heard. Whether it\u2019s as simple as asking a clarifying question or just marking something as \u201cunder review,\u201d a small gesture goes a long&nbsp;way.<\/p>\n<p>Yes, you will get some unhelpful suggestions. They can\u2019t all be&nbsp;winners.<\/p>\n<p>Here is where fear often creeps in. We see it all the time\u2014companies not trusting their&nbsp;customers.<\/p>\n<p>But give your users credit. The overwhelming majority are reasonable people. They know you can\u2019t do everything all at once, especially if you show them all the things you are&nbsp;doing.<\/p>\n<p>Even if you don\u2019t trust your users to provide good ideas, neglecting their feedback is not a solution. It\u2019s quite the&nbsp;opposite.<\/p>\n<p>Even <a href=\"https:\/\/canny.io\/blog\/encouraging-dissent-negative-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">bad or negative feedback<\/a> will tell you something about how your product is being perceived. Don\u2019t be afraid to allow for bad ideas. Shutting out feedback makes it harder to find the next great innovation your app needs to stay competitive. It makes your users easier to walk away rather than increasing their&nbsp;loyalty.<\/p>\n<h3>User feedback has helped us improve our product, too<\/h3>\n<p>At Canny, we know the value of user feedback. We <a href=\"https:\/\/feedback.canny.io\/\" target=\"_blank\" rel=\"noopener noreferrer\">use our own user feedback software<\/a> to harvest input from our customers. Those submissions have led us to create features we hadn\u2019t thought to build. Many are now a core part of our&nbsp;product.<\/p>\n<p>As a result, we have a 98.5% retention rate at the time of this writing. Our customers are a reliable source of feedback\u2014even those who submitted posts that were ultimately&nbsp;rejected.<\/p>\n<p>So trust your users, keep them in the loop, and make feedback a priority. It pays dividends in more ways than&nbsp;one.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you ignore user feedback, your users will think you don&#8217;t care about them. This doesn&#8217;t mean saying yes to every request\u2014but it does mean taking action. <\/p>\n","protected":false},"author":11,"featured_media":5782,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-2656","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-feedback","category-product-management"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What happens if you ignore user feedback? - Canny Blog<\/title>\n<meta name=\"description\" content=\"If you ignore user feedback, your users will think you don&#039;t care about them. 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This doesn&#039;t mean saying yes to every request\u2014but it does mean taking action.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/canny.io\/blog\/ignore-user-feedback\/\" \/>\n<meta property=\"og:site_name\" content=\"Canny Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/cannyio\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-08-26T12:00:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-03-05T21:50:47+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2020\/08\/ignore-feedback.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1520\" \/>\n\t<meta property=\"og:image:height\" content=\"800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Jacques Reulet\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cannyHQ\" \/>\n<meta name=\"twitter:site\" content=\"@cannyHQ\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jacques Reulet\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/ignore-user-feedback\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/ignore-user-feedback\\\/\"},\"author\":{\"name\":\"Jacques Reulet\",\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/#\\\/schema\\\/person\\\/bf37136267c7ef9fe0678ee9cdb7234f\"},\"headline\":\"What happens if you ignore user&nbsp;feedback?\",\"datePublished\":\"2020-08-26T12:00:20+00:00\",\"dateModified\":\"2024-03-05T21:50:47+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/ignore-user-feedback\\\/\"},\"wordCount\":1393,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/ignore-user-feedback\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/canny.io\\\/blog\\\/wp-content\\\/uploads\\\/2020\\\/08\\\/ignore-feedback.png\",\"articleSection\":[\"Customer Feedback\",\"Product Management\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/canny.io\\\/blog\\\/ignore-user-feedback\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/ignore-user-feedback\\\/\",\"url\":\"https:\\\/\\\/canny.io\\\/blog\\\/ignore-user-feedback\\\/\",\"name\":\"What happens if you ignore user feedback? - Canny Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/ignore-user-feedback\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/canny.io\\\/blog\\\/ignore-user-feedback\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/canny.io\\\/blog\\\/wp-content\\\/uploads\\\/2020\\\/08\\\/ignore-feedback.png\",\"datePublished\":\"2020-08-26T12:00:20+00:00\",\"dateModified\":\"2024-03-05T21:50:47+00:00\",\"description\":\"If you ignore user feedback, your users will think you don't care about them. 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