The Optimo Team loves getting feedback. We share it with other team members, we print it off for future reference and sometimes it causes someone to run across the office just to give a high five. But, despite asking for feedback in emails and on our website, only a small percentage of our customers actually give us any. So in this blog post, I’m going to try to convince you that giving us feedback is going to make you run across the office to high five pople too.
YOUR FEEDBACK IS THE FOUNDATION FOR IMPROVING PATHFINDER
Feedback is how we can find out how Pathfinder is and isn’t working the best for you, and knowing this is the first step to making it even better. If you tell us what you’d like improved in Pathfinder, the benefit is two-fold. Firstly, it will be on our radar, so you have a better chance of actually having your request implemented and secondly, we have the satisfaction of knowing what we are working on will be appreciated. It’s a win-win situation.
YOUR FEEDBACK CAN BE ABOUT (ALMOST) ANYTHING
Your feedback can be about almost any aspect of how you use Pathfinder and how you would like to use it. It could be a request for a new feature, an improvement to an existing feature or just a question about how something works. It could be big or small, we’ll take it into consideration, as long as it isn’t about our colour scheme (we can’t even agree amongst ourselves on that one.).
WE LOVE CONSTRUCTIVE FEEDBACK (EVEN IF IT’S NEGATIVE)
Positive feedback tells us what we’ve already done right (high five!), but constructive negative feedback is worth its weight in gold because it tells us what we should be working on next. To make your feedback the most helpful for us, give us as much detail as you can about the issue. You don’t need to have the solution, but the better we understand why something is an issue (or if it’s a new feature, the benefit it would have), the more likely we are to implement something that works for you.
WE KEEP TRACK OF ALL YOUR FEEDBACK
We promise that we don’t file your feedback in a special, rectangular file called ‘bin’, it goes on our ‘to do’ list, which we call our ‘development backlog, because we work in an Agile framework. If your feedback is about something we’re already aware of, then the issue increases in priority and if it’s a new request we’ll add it to the backlog and see if it’s possible to implement a solution quickly. If not, it will wait until we review what to include in our next batch of work.
WE IMPLEMENT YOUR FEEDBACK WHEN WE CAN
We’d love to implement all requests, but our backlog is pretty long (we have a lot of ideas), so we have to prioritise. If something’s easy to do, we’ll try to do it quickly. If it’s difficult, but popular, the priority will also be increased and more likely to be included in an upcoming batch of work. If your request is a difficult lone wolf, you might be waiting a while, but if we think it’s a nifty idea, we might work on it anyway. And, on the rare occasions you report a bug, it goes straight to the top of the list. Sometimes, we decide not to act on some feedback because it is too far outside scope of what Pathfinder can do, or it conflicts with other goals. But although we might not be able to do everything you ask for, we’ll do our best to work on the things that will give our most of our customers the most bang for their buck.