Capture feedback from customer without an email address
We would like to capture feedback from people who don't have an email address and either use an alternative identifier (ex. twitter handle, name) or leave it as anonymous.
For now, this is not functionality we will be implementing.
There are two primary reasons for this:
- When someone provides feedback, it’s in the best interest of the company to whom they provided it to follow up, either with status information or to ask for further detail about the problem to be solved or implementation specifics. Without knowing who to contact, product teams are left making assumptions about intent and solution, and often this can lead to a misfire.
- Perhaps more importantly, without knowing who provided the feedback, product teams are left without context – is the feedback coming from a current customer? A prospect? What role do they fill and what are the jobs they’re trying to complete?
I do want to acknowledge that there is some value in feedback no matter whether it’s got attribution or not, so this is a decision we may re-visit in the future. However, for the moment, we’re focused on getting the most valuable feedback in front of product teams, and encouraging product teams to interact with those people who generously took their time to provide feedback.
Chris Tomkins commented
Hi Matt, agree on your points above in the context of companies building solutions for B2C companies, but not for those building B2B solutions. In this case:
- There is often not 1 person providing the feedback - it is a team of people
- Feedback may be provided by the account team e.g. a Technical Account Manager or Customer Success Executive rather than the customer directly and it is this person we need to engage with to retrieve more details but we need the account details to be able to determine things like Reach
- Individuals at a customer may change or not be willing to share their personal details
From a B2B point of view it would be great to be able to capture ideas associated with an account rather than an individual at an account (https://feedback.uservoice.com/forums/1-general-feedback/suggestions/35923810-capture-ideas-on-behalf-of-an-account).
Ability to make e-mail optional for feedback submission.