Close the customer feedback loop
A feedback loop has four parts: collect, analyse, act and tell customers what you did. Most teams do the first and stop. Here is how to run the full loop, and how LogChimp supports each step.
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1. Collect
Give customers one obvious place to share ideas. A board linked from your app and help centre beats scattered channels, and every post keeps the context it was written in.
2. Analyse
Look for patterns using votes, comments and board categories. A request raised by many users deserves more attention than one raised loudly by a single account.
3. Act
Move the strongest ideas into your plan. Putting them on the roadmap is the commitment that turns feedback into work.
4. Tell customers
Update the post status as work progresses and when it ships. This last step is the one most teams skip, and the one that makes customers keep giving feedback.
How LogChimp works
- Step 1
Create a board
Set up one or more boards for the kinds of feedback you want to collect, and choose which are public.
- Step 2
Customers post and vote
Users share ideas, vote on the ones they want and join the discussion in comments.
- Step 3
Prioritise and publish
Use the demand you can see to decide what to build, then show progress on your roadmap.
Frequently asked questions
- What is a customer feedback loop?
- The cycle of collecting feedback, acting on it and informing customers about the outcome, so they see their input matters.
- How often should we update customers?
- Whenever a post changes status. Frequent small updates work better than occasional big announcements.
- What if we decide not to build something?
- Say so and explain why. A clear no is better than silence and keeps trust intact.
Related guides
- A customer feedback system your whole team can run on A customer feedback system that collects ideas in one place, lets users vote, and shows progress on a public roadmap. Open source and self-hostable.
- Public roadmap software connected to real feedback Share what you are planning, building and shipping with a public roadmap linked directly to customer feedback. Open source roadmap software.
- Customer feedback management without the chaos Customer feedback management software to organise requests into boards, rank them by votes, and decide what to build next. Open source.
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