Hey Meghana – thanks for these great questions.
We focus on a few things to determine how to improve the product + what to prioritize…
- Talking to customers. This is a pretty obvious one – but there’s really few things that replace getting on the phone to understand how someone is using the product, what they’re liking, etc. I in fact offer 1:1 onboarding calls for a limited number of slots as a way to both help the customer and for us to gather this info.
- In-app surveys. In our product itself, we ask folks how willing they are to recommend KYT, and this gives us a sense of satisfaction overall.
- Email surveys to customers. Depending on how someone answered our in-app survey, we’ll often follow up with a more detailed survey asking the specifics of what they like + don’t like with the product. Then we can segment + find intriguing insights, for example: “Oh, people who feel neutral about KYT don’t use X, Y, and Z parts of the product.”
- Anectodal feedback. We get quite a few emails from folks, unprompted, telling us what they love about the product – or what they’d like to see in addition to it. We pay attention to the underlying reasons there, and the frequent + valence of that feedback.