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Research notes/Engineering practice

Setup Feedback Loop (research note)

The process of witnessing users using your product, seeing how they respond, collecting their reactions and putting them in measure.

By duynglam11 Aug 20212 min read

Written 5 years ago. Check versions before you rely on it.

What is feedback-loop

  • The process of witnessing users using your product
  • See how they response
  • Collect their reaction
  • Put in measure
  • Generate the pros and cins
  • Pivot to improve

-> Feedback Loop happens by collecting user's opinion on your product. Then use it to grow your product better.

How is helps driven business growth

  • First, it shows that you care about your user
  • It has objective opinions. which is real, and rare
  • It validates the product idea
    • Does your product fits the market
    • Your product level comparing to the opponents
    • It portraits user's behaviour

-> Then you build the next version, focus on those metrics.

Create feedback loop

Feedback loop can be created through 3 purposes

  1. Gather data
  • Select relevant channels where user interact
  • Customer interviews
  • Email follow ups
  • Surveys
  1. Analyze data
  • Setup tracking metrics
  • Select core metrics
  • Analyze data -> How to improve those metrics
  1. Make data useful
  • Adjust the product if the feedback <> the product goal
  • Inform users about the change
  • Thank them for contribution -> close the loop

Personal input

Hubspot and Traveloka are the two best example for CS and feedback loop I suppose. they're in quickly response and follow up when the service awaiting time is extended. user knows exactyly where to drop a feedback or asking FAQs.