{"id":339,"date":"2014-11-18T15:06:20","date_gmt":"2014-11-18T14:06:20","guid":{"rendered":"https:\/\/chartmogul.com\/?p=339"},"modified":"2015-10-05T16:42:09","modified_gmt":"2015-10-05T14:42:09","slug":"the-magic-of-quality-feedback","status":"publish","type":"post","link":"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/","title":{"rendered":"The magic of quality feedback"},"content":{"rendered":"

The past two weeks have also highlighted for us the importance, and almost magical nature of quality feedback. \u00a0Building software without feedback is like\u00a0sailing through fog;\u00a0you sort of know which direction you’re heading but until the fog clears you can’t be completely certain of where you are and what’s around you.<\/p>\n

After a couple of\u00a0blog posts, tweets\u00a0and\u00a0retweets we received\u00a0over 200 beta signups. A great number to begin\u00a0getting some people using our app.<\/p>\n

We started sending out invites one at a time, waited until people had completed the on-boarding process (luckily this was a high % of users from the start) and then reached out individually via email to ask for feedback.<\/p>\n

Everyone we asked has been super friendly and willing to help us out –\u00a0and the results have\u00a0been enlightening. \u00a0UX mistakes that had been staring us in the face for months become immediately\u00a0apparent when you see people using your product for the first time. \u00a0We\u2019ve learnt about use cases we\u2019d never thought of and been given feature suggestions that in hindsight seem\u00a0obvious.<\/p>\n

We’re no longer sailing through fog<\/h3>\n

For collecting feedback we\u2019ve found doing screen-shares over Skype or join.me probably gives the best mix of power & convenience (in person is probably best, but not always practical) and email exchanges are sort of like the bread and butter.<\/p>\n

\"Photo
Photo credit Toilography<\/a><\/figcaption><\/figure>\n

We’ll be experimenting with other ways to collect feedback – it’s my experience that the\u00a0organisations who’ve\u00a0taken the time to make it super-easy and fun to give feedback usually\u00a0also\u00a0provide\u00a0a better\u00a0customer experience in general. \u00a0Singapore’s Changi Airport, which is regularly rated the best airport in the world, is a good example of this. \u00a0Changi is covered with these screens, where with one touch you can rate your experience in\u00a0different parts of the airport.\u00a0\u00a0This helps identify areas for improvement (down to the individual toilet).<\/p>\n

The first thing to do when receiving\u00a0feedback is to really listen and make sure you have the attitude that the person giving it\u00a0is 100% correct. \u00a0If you hold onto the belief that your product is right, if only the user took the time to figure out how to use it properly, then you’re most likely on\u00a0a losing path. \u00a0You need to internalise that the customer is always right, and you’re most likely wrong.<\/p>\n

The next step is to figure out what to do with the feedback, sometimes implementing exactly what the user says they want isn’t the right approach, but\u00a0there’s usually a way to resolve their underlying need while staying true to your own product vision.<\/p>\n

Our strategy has been to try and quickly hammer out the easier\u00a0improvements right away and add the larger projects to our todo list where we can spend more time thinking about the optimum implementation.<\/p>\n

We\u2019d like to say thanks to everyone who\u2019s taken the time to respond and give feedback, please keep it coming, we\u2019re listening.<\/p>\n

If you\u2019d like to get in touch please\u00a0email support@chartmogul.com<\/a> and we\u2019ll be happy to spend time understanding your requirements via email or phone.<\/p>\n","protected":false},"excerpt":{"rendered":"

Finally being able to show what we\u2019ve built after many months of hard work is both a really exciting, and also nervous time\u00a0– what if nobody likes or is interested in what we\u2019ve made? \u00a0Luckily\u00a0this wasn’t the case and we\u2019ve been really motivated\u00a0by all the\u00a0positive responses we\u2019ve had\u00a0from our first real users since launching our\u00a0private beta<\/a> two weeks ago.<\/p>\n","protected":false},"author":4,"featured_media":801,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[13],"tags":[],"class_list":["post-339","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-how-we-build"],"yoast_head":"\nThe magic of quality feedback | ChartMogul<\/title>\n<meta name=\"description\" content=\"Building software without feedback is like sailing through fog; until the fog clears you can't be completely certain of where you are and what's around you.\" \/>\n<meta name=\"robots\" content=\"index, follow\" \/>\n<link rel=\"canonical\" href=\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The magic of quality feedback | ChartMogul\" \/>\n<meta property=\"og:description\" content=\"Building software without feedback is like sailing through fog; until the fog clears you can't be completely certain of where you are and what's around you.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/\" \/>\n<meta property=\"og:site_name\" content=\"ChartMogul\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/chartmogul\" \/>\n<meta property=\"article:published_time\" content=\"2014-11-18T14:06:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2015-10-05T14:42:09+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2014\/11\/shutterstock_200694206-e14163174577701.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"720\" \/>\n\t<meta property=\"og:image:height\" content=\"299\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Nick Franklin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Nick_Franklin\" \/>\n<meta name=\"twitter:site\" content=\"@chartmogul\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nick Franklin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/\"},\"author\":{\"name\":\"Nick Franklin\",\"@id\":\"https:\/\/chartmogul.com\/blog\/#\/schema\/person\/6b83cb75c842d51f571cac6899f78790\"},\"headline\":\"The magic of quality feedback\",\"datePublished\":\"2014-11-18T14:06:20+00:00\",\"dateModified\":\"2015-10-05T14:42:09+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/\"},\"wordCount\":554,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2014\/11\/shutterstock_200694206-e14163174577701.jpg\",\"articleSection\":[\"How we Build\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/\",\"url\":\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/\",\"name\":\"The magic of quality feedback | ChartMogul\",\"isPartOf\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/chartmogul.com\/blog\/the-magic-of-quality-feedback\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/chartmogul.com\/blog\/wp-content\/uploads\/2014\/11\/shutterstock_200694206-e14163174577701.jpg\",\"datePublished\":\"2014-11-18T14:06:20+00:00\",\"dateModified\":\"2015-10-05T14:42:09+00:00\",\"description\":\"Building software without feedback is like sailing through fog; 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