Sort product feedback into areas and types you can count

Fields

• Where it came from (ticket, sales note, survey, review, community post, interview)
• The feedback text, or one passage of an interview

Questions

1. What kind of product feedback is this? Choice

   When the text raises more than one point, judge the one given most weight, such as the one tied to a renewal or repeated most.

   • Feature request Asks for something the product does not do today.
   • Bug Something the product is meant to do does not work as intended.
   • Usability It works as intended, but is hard to find, understand or use, or takes too many steps.
   • Performance Slow, freezes or times out, without being wrong.
   • Pricing or packaging The price, plan limits, what each plan includes, or how it is billed.
   • Praise Positive feedback with no request or problem.
   • Not product feedback A how-to question, an account or billing request, or text unrelated to the product.

2. Which product area in the context is the feedback mainly about? Choice

   Use only the areas in the context. When the text touches several, pick the area of the point given most weight.

   • Appointments The appointment book, calendars, online booking and waiting lists.
   • Rotas and shifts Staff rotas, shift swaps, leave and cover.
   • Permissions and roles Who can see and do what, user roles, and access by site.
   • Reporting and exports Dashboards, reports and exports to spreadsheets.
   • Integrations Connections to practice management systems, calendars, payroll and accounting.
   • Payments and invoicing Taking patient payments and sending invoices inside the product.
   • Reminders and messages Text and email reminders and messages to patients.
   • Mobile app The staff phone app, when the point is about the app itself.
   • Admin and setup Account settings, adding sites, onboarding and data import.
   • Not about one area The product as a whole, or no area named or implied.

3. Does the feedback say this stops the customer buying, renewing or expanding? Yes / No

   Count a plain statement that a purchase, a renewal, a wider rollout or more seats depends on it. A general wish is not a blocker. Yes: The text says buying, renewing or expanding depends on this point. No: The text ties no purchase, renewal or expansion to it.

4. Does the feedback describe a workaround the customer uses today? Yes / No

   Count a manual step, a spreadsheet, another tool or a habit the customer uses to get round the problem. Yes: The text describes at least one workaround in use. No: The text describes none.

5. How much does the problem or missing feature affect the customer's work? Scale

   Judge from what the text says about the work, not from how the writer sounds.

   • None Praise or a question, with no problem or missing feature.
   • Nice to have A small improvement; the work goes on fine without it.
   • Slows work Costs time or extra steps, but every task still gets done.
   • Blocks a task One job cannot be done in the product at all.
   • Blocks the use They cannot use the product for what they bought it for, or cannot roll it out as planned.

6. Does the feedback say a competing product already offers what is asked for? Yes / No

   Count a named or clearly described competing product that does what the customer wants. Yes: The text says a competitor offers it. No: No competitor is said to offer it, or none is mentioned.

7. Does the feedback give enough detail for a product manager to act on without going back to the customer? Yes / No

   Enough means what the customer is trying to do and what gets in the way or is missing. "Reports are bad" is not enough. Yes: A product manager could understand the problem or the request from the text. No: The product manager would have to ask the customer what they mean.

8. What is the writer's overall view of the product? Scale

   Judge the text as a whole.

   • Negative Mostly unhappy with the product.
   • Mixed Likes some things and dislikes others, or neither pleased nor unhappy.
   • Positive Mostly happy with the product.

9. Does the text raise more than one separate request or problem? Yes / No

   Count separate requests or problems about different things, so each can be counted on its own. Detail about the same point is one item, and praise next to a request or problem is not a separate item. Yes: The text raises two or more separate requests or problems. No: The text raises one request or problem, only praise, or nothing.

Lens columns

feedback_type, feedback_type_probability, product_area, product_area_probability, blocks_purchase_or_renewal, blocks_purchase_or_renewal_probability, workaround_mentioned, workaround_mentioned_probability, impact, impact_average, competitor_has_it, competitor_has_it_probability, enough_detail, enough_detail_probability, sentiment, sentiment_average, several_items, several_items_probability