Maybe you’ve noticed it—Bandwidth added a feedback button to just about all of our interfaces. This is part of our initiative to interact with each of our customers regularly, understand their needs, and improve their experience whenever possible. If you happen to be one of those customers, here’s a breakdown of where your feedback goes and how we use it.
Feedback is read in real-time and assigned to the best person to take action.
As I type this, there’s a list of 30 employees who receive and read each piece of feedback as it’s submitted—and that list is growing daily. Every department, from our customer experience team to the billing department, has an employee dedicated to reading feedback to make sure it’s considered. We believe that when something is important enough for you to submit, it’s important enough for us to follow up on.
Bugs are filed and fixed
When a bug is reported, we want to make sure to file it as fast as possible. Our dev teams make it a priority to fix bugs that are impeding customers’ ability to get work done, and we’ve learned that our customers are our biggest asset when it comes to reporting problems. Sometimes bugs escape and cause problems for our customers, (we’ll be the first to admit that) and we can’t thank everyone enough for helping us identify and fix them.
Questions are answered personally
Sometimes feedback comes in the form of a question: “Why did you take away this feature I loved?” or “Can you help me figure out this problem?” If you submit a question through the feedback button, your Bandwidth account manager is notified. They then work with our support team to reach out to you to answer your questions, provide training, and when needed, collect more info to help us amend the situation.
Suggestions are explored and implemented
We love hearing your suggestions. Our user experience team takes your suggestions into account to improve our interfaces and processes. If we had it our way, we’d be sitting right next to you, tracking the quality of your experience at every step, but our legal team says that’s invasive and probably pretty annoying. So, you can think of that feedback button as your personal UX designer eagerly awaiting your advice.
Compliments are celebrated (and you might just become our new favorite customer)
Every once in a while our customers stop by just to share some love. This kind of feedback is passed around, favorited, and you’re added to our ultra-important customer list (which may just be a post-it note on my desk). Okay, no, we don’t actually play favorites, but you might end up finding some Bandwidth swag in your mailbox.
Why the heck do we want to know your mood?
You probably noticed that the first thing we ask is, “What’s your current mood?” The reason is so that we understand how the feedback you’re providing is affecting your daily workflow. If we know just how frustrated or excited you are, it allows us to understand your feedback even better and we can get a sense of urgency. It also helps us understand your overall experience when using Bandwidth. If you don’t love using our tools, we want to know so we can improve them and make your day a little better. 🙂
Do you really need to provide your email address?
When you submit feedback, we ask for your email address for a couple reasons. First, we don’t track who you are so that your privacy is maintained. But when you leave feedback, we might need to contact you to collect additional information to make sure we properly diagnose and fix problems. Second, we may want to keep you in the know. When we implement your feedback, we may be able to give you an estimate as to when you can expect to see a change, or we might just want to say, “Thanks for helping us improve!”
Want to be our feedback super-star?
You can also make a difference by helping us test our beta experiences, reviewing our design prototypes, or setting up meetings to discuss your experience. Interested? Let us know!