Analyzing Feedback

You have a lot of feedback in your UserVoice account, and now your team needs to use this data to inform what features to build next. In this article we will outline how to use UserVoice to analyze your data and help inform strong product decisions.

Define Company Goals & Objectives

Outline your company’s goals and objectives you are trying to meet. This will play a key role in determining which metrics are most important to you when analyzing your feedback.

For example…
  • If you want to reduce churn, you will want to look at metrics like Supporters and Segments to identify key pain points for your customers. 
  • If you want to win more deals, you will want to dig into ideas connected to Closed/Lost deals in Salesforce.

Analyze Ideas

Ideas are posted on forums for other users to support and comment on via the web portal or post idea widget. They are created by end users or internal team members. Multiple pieces of feedback are often connected to a single idea.

With ideas, there are multiple aspects to look at when analyzing the data to narrow down for Features your team is considering and the impact on your company goals.
  • Supporters: Look at the number of users who have requested an idea either directly by voting on or creating the idea, or indirectly when Sales or Support captures their support for the idea. 
  • Feedback: Feedback on individual ideas is the details internal teams have captured on behalf of users through the Contributor Sidebar. This gives you the qualitative data around users' specific pain points and desired solutions on a particular idea. Learn more.
  • Segments: While supporters can be a good first indicator, for many companies all users are not created equal. You need to see which ideas your top tier customers have requested, or which ones represent accounts with the most MRR. Using Segments allows you to see which ideas are important to specific groups of customers. Learn more
  • Blocked/Lost Deals: Review ideas that are blocking deals for your Sales Team. Our SFDC Opportunity integration lets you measure whether the features you are considering will help unblock deals. Learn more.
  • Activity Trends: Knowing who wants an idea is great, but is this recent activity, or are all these supporters from a month or even two year ago? Activity Trends let you compare average activity per month, and whether that has increased or decreased in the last 30 days. Learn more
  • Advanced Reporting: Every company is unique, and you and your team have your own custom criteria for how you measure things like trends and supporters. We recommend our analysis export. However, you will want a data analyst on your team to help you get it setup. Learn more
Next Steps: As you narrow down the ideas you are considering, link them to the corresponding features on your Roadmap. Learn more

Next we’ll dig into how to use Roadmap to analyze things like impact and cost in more depth.

Prioritize your Roadmap

Features are items you are considering for your Roadmap. Often multiple ideas are connected to a single feature. They are created by and visible only to your admins in UserVoice.
  • Segments: Use the segments you created on ideas to further narrow down or give additional insight into the users who would be interested in a particular feature. Learn more.
  • Dev Effort: Create a custom field to input the cost of building specific features as you meet with Engineering and get their input.. This helps you further evaluate not just the impact, but what is the cost of the feature you are considering. Learn more.
  • Scores: Combine Segments and Dev Effort into a single score to help you further analyze features. Learn more.
Next Steps: Assign statuses to the features you are adding to your Roadmap, and share internally with your company (learn more). This will allow you to get feedback from customer facing teams on what you are building next and why!

Feedback and Knowledge Base