rufing it out with customer feedback: knowing the “why”

SEAN CRAMER • HEAD OF VOICE OF THE CUSTOMER • ATLASSIAN • @COSMOCRAMER

RUF’ing it out with Customer Feedback: Knowing the “Why”

• Big cool statistic

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• Add-Ons in Marketplace

T H E S O L U T I O N

T H E F E E D B A C K

T H E L E A R N I N G S

Agenda

D I Y




D I Y

1 2 3 4 5 6 7 8 9 100

DETRACTORS PASSIVES PROMOTERS

% Promoters - % Detractors Net Promoter Score (NPS)

NPS Support JAC Social Media

15,000… a week


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D I Y

“There is a great difference between knowing and understanding: you can know a lot about something and not really understand it” - Charles F. Kettering

Reliability

=

• Performance • Up-time • Quality • Security

FunctionalityReliability

=

• Missing Features

• Would-like • Might-help

Usability FunctionalityReliability

=

• Complexity • Ease-of-use • Discoverability

of features

Usability Functionality Reliability

F U R

Usability FunctionalityReliability

FUR




D I Y

40,000


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RUF’ing it out…yo!!

0 %

17,5 %

35 %

52,5 %

70 %

14 %

63 %

23 %

Reliability Usability Functionality

Usability - 63%

Reliability - 23%

Functionality - 14%

Drill-down

•Performance - 20%

•Bugs - 3%

•Editing - 14%

•Complexity - 22%

•Content- 32%

•Navigation - 9%

Customer Insight Opportunity


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Lots of features and easy to use. Main detractor was performance though it seems fast today, maybe a recent upgrade? If the performance stays fast I would be more likely (to recommend it).D E V E LO P E R , C O N F L U E N C E

“

”

Page loading speed improved very much!!P R O D U C T M A N AG E R , C O N F L U E N C E

“ ”


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D I Y


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Categorize content

Understand your feedback funnel along with the traffic and frequency

Measure the feedbackWho is it from? What area is it effecting? How many said it?

Find the sources

Group into RUF and sub themes that help give clarity into insights

Categorize and Measure

Establish baselines

Too many comments in one area can cause problems

Get commitmentInsight without action is useless. Make sure your company is willing to listen to feedback. If not, call me!!

Determine redlines

You can’t determine if things aren’t changing if you don’t know where you are. (NPS, RUF, CSAT)

Impact of insights

Communicate internal

Focus on 3-5 opportunities per product

Monitor improvementsScorecard it out! Monthly or quarterly. So the impact that change has made

Create your insights

Communicate that impact to the biz by constantly sharing user feedback

Build the system

Closing the RUF loop

Email and blog

Don’t let feedback fall on empty and deaf ears. Follow up with you users

Insights, no promisesComments come in themes. If you are going to make changes, share it

24-48 hours

Be proud of the changes you make. Blog about them externally and let your upset customers know


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Directions are instructions given to explain how. Direction is a vision

offered to explain why. - Simon Sinek


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Thank you!

SEAN CRAMER • HEAD OF VOICE OF THE CUSTOMER • ATLASSIAN • @COSMOCRAMER

rufing it out with customer feedback: knowing the “why”

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