Feedback

User Feedback & Feature Requests

Feedback is abundant but insight is rare. Your job is not to build everything users ask for — it's to understand the problems behind the requests. This skill helps you collect, prioritize, and act on feedback without drowning in it.

Core Principles

• Feedback is a gift, but not all gifts are useful. Filter signal from noise.
• Users describe solutions. Your job is to find the problem underneath.
• "Build what customers ask for" is wrong. "Solve the problems customers reveal" is right.
• A feedback system you actually use beats a perfect one you ignore. Start simple.
• Closing the loop (telling users what you did with their feedback) is the most powerful retention tool you have.

Feedback Collection Methods

Ranked by Signal Quality

What to Use When

0-50 users:    Talk to every user. Email them. Get on calls. No tools needed.
50-200 users:  In-app feedback widget + cancellation survey + monthly NPS
200-500 users: Add a public feature request board + quarterly user interviews
500+ users:    All of the above + systematic ticket analysis

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In-App Feedback

Simple Feedback Widget

Tell AI:

Add a feedback widget to my app. Requirements:
- Small "Feedback" button fixed to the bottom-right corner
- Clicking opens a simple form: text area + optional email
- Includes the current page URL and user ID automatically
- Saves to a [feedback] table in the database
- Shows a "Thank you" message after submission
- No third-party tool needed — just store it in the database

Contextual Feedback Triggers

Collect feedback at the right moment:

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NPS (Net Promoter Score)

How It Works

Ask one question: "How likely are you to recommend [Product] to a friend? (0-10)"

• 0-6: Detractors (unhappy, at risk of churning)
• 7-8: Passives (satisfied but not enthusiastic)
• 9-10: Promoters (loyal, will refer others)

NPS = % Promoters - % Detractors

NPS Benchmarks for SaaS

Running an NPS Survey

Tell AI:

Add a quarterly NPS survey to my app.
- Show to users who have been active for 30+ days
- Question: "How likely are you to recommend [Product]? (0-10)"
- Follow-up: "What's the main reason for your score?" (open text)
- Don't show to users who responded in the last 90 days
- Store responses with user ID and timestamp
- Dashboard showing NPS trend over time

Follow up based on score:

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Feature Request Management

The Feature Request Board

A public or internal board where requests are collected and prioritized.

Simple options:

• Canny (free tier available)
• Fider (open source, self-hosted)
• Notion board (free, manual)
• GitHub Discussions (free, developer-friendly)

Tell AI:

Help me set up a feature request system using [Notion / database table].
I need:
- Users can submit requests (title + description)
- Users can upvote existing requests
- I can tag requests by category and status
- Status options: Under Review, Planned, In Progress, Shipped, Won't Do
- A public-facing view and a private admin view

Processing Feature Requests

Not every request deserves action. Use this filter:

For each feature request, ask:
1. How many users requested this? (1 user = anecdote, 10+ = pattern)
2. What's the problem behind the request? (they want X, but WHY?)
3. Does it align with our product direction?
4. How much effort to build? (hours, not weeks)
5. Will it reduce churn, increase conversion, or expand revenue?

Score: Impact (1-5) × Confidence (1-5) / Effort (1-5) = Priority Score

What Users Say vs. What They Mean

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Closing the Feedback Loop

The most underused retention tool. When you ship something a user asked for, tell them:

Shipped Notification

Subject: You asked, we built it — [Feature Name] is live

Hi [Name],

A few weeks ago you told us you wanted [what they asked for].
I'm happy to let you know it's live now.

Here's how to use it: [link or quick instructions]

Thanks for shaping the product — your feedback directly drives
what we build next.

[Your name]

Monthly Changelog

Subject: What's new in [Product] — [Month]

Here's what we shipped this month:

Built because you asked:
- [Feature] — requested by [X] users
- [Improvement] — based on your feedback

Bug fixes:
- [Fix 1]
- [Fix 2]

Coming next:
- [Planned feature 1]
- [Planned feature 2]

Have feedback? Reply to this email or use the feedback button in the app.

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Feedback Metrics

Track monthly:

| Metric                          | This Month | Last Month |
|---------------------------------|------------|------------|
| Total feedback items received   |            |            |
| NPS score                       |            |            |
| Top 3 requested features        |            |            |
| Features shipped from feedback  |            |            |
| Avg time from request to ship   |            |            |
| Feedback response rate          |            |            |

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Common Mistakes

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Success Looks Like

• Every piece of feedback goes into one centralized system
• You review feedback weekly and act on it monthly
• Users know their feedback is heard (closed loop)
• Your roadmap is informed by feedback data, not gut feelings
• NPS trending upward quarter over quarter

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Related Skills

• prioritize — Turn feedback into prioritized feature decisions
• customer-research — Deeper research beyond surface-level feedback
• retention — Close the feedback loop to reduce churn
• analytics — Quantify feedback themes with usage data