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I worked for a feedback company in the past. Nobody cares even when they pay for a feedback widget and get the reports emailed/pushed to their managers. Most of
by emidln 9y ago
I worked for a feedback company in the past. Nobody cares even when they pay for a feedback widget and get the reports emailed/pushed to their managers. Most of the clients didn't even login to the site or collect the feedback (sign up for notifications, download a csv, etc). AFAICT, companies paid for the feedback widget to check some box on a yearly powerpoint along the lines of "manages user feedback". It's a good racket to be in once you realize that nobody cares about your product and just wants a good-looking widget that is effectively write once. You just build good sales and relationship managers then hit up enterprise.
I'm 90% sure that the entire concept of the feedback form/widget is only still with us as a way of channeling user rage into non-social platforms. "Here, complain into this void that won't hurt our public opinion!"
- vidarh 9y agoThe places I've seen collect feedback use it partly for what you say, partly to collect praise they can plaster on their sites as well as on powerpoint to boast to the board. The complaints go nowhere, but the praise is sometimes cherished.
- bkmartin 9y agoI think that google is kind of complicit in this then since the only way to get the stars under your listings in paid search listings or product listings is to have a certain amount of ratings using some "approved" site that they look at. We have been able to speak with the few customers that have left negative feedback and resolve issues, so it isn't useless. But Google is certainly helping to push the industry.