How to Create Feedback Systems

Getting the right feedback will transform your job as a PM. More scalability, better user engagement, and growth. But most PMs don’t know how to do it right. Here’s the Feedback Engine I’ve used to ship highly engaging products at unicorns & large organizations: — Right feedback can literally transform your product and company. At Apollo, we launched a contact enrichment feature. Feedback showed users loved its accuracy, but... They needed bulk processing. We shipped it and had a 40% increase in user engagement. Here’s how to get it right: — 𝗦𝘁𝗮𝗴𝗲 𝟭: 𝗖𝗼𝗹𝗹𝗲𝗰𝘁 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 Most PMs get this wrong. They collect feedback randomly with no system or strategy. But remember: your output is only as good as your input. And if your input is messy, it will only lead you astray. Here’s how to collect feedback strategically: → Diversify your sources: customer interviews, support tickets, sales calls, social media & community forums, etc. → Be systematic: track feedback across channels consistently. → Close the loop: confirm your understanding with users to avoid misinterpretation. — 𝗦𝘁𝗮𝗴𝗲 𝟮: 𝗔𝗻𝗮𝗹𝘆𝘇𝗲 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 Analyzing feedback is like building the foundation of a skyscraper. If it’s shaky, your decisions will crumble. So don’t rush through it. Dive deep to identify patterns that will guide your actions in the right direction. Here’s how: Aggregate feedback → pull data from all sources into one place. Spot themes → look for recurring pain points, feature requests, or frustrations. Quantify impact → how often does an issue occur? Map risks → classify issues by severity and potential business impact. — 𝗦𝘁𝗮𝗴𝗲 𝟯: 𝗔𝗰𝘁 𝗼𝗻 𝗖𝗵𝗮𝗻𝗴𝗲𝘀 Now comes the exciting part: turning insights into action. Execution here can make or break everything. Do it right, and you’ll ship features users love. Mess it up, and you’ll waste time, effort, and resources. Here’s how to execute effectively: Prioritize ruthlessly → focus on high-impact, low-effort changes first. Assign ownership → make sure every action has a responsible owner. Set validation loops → build mechanisms to test and validate changes. Stay agile → be ready to pivot if feedback reveals new priorities. — 𝗦𝘁𝗮𝗴𝗲 𝟰: 𝗠𝗲𝗮𝘀𝘂𝗿𝗲 𝗜𝗺𝗽𝗮𝗰𝘁 What can’t be measured, can’t be improved. If your metrics don’t move, something went wrong. Either the feedback was flawed, or your solution didn’t land. Here’s how to measure: → Set KPIs for success, like user engagement, adoption rates, or risk reduction. → Track metrics post-launch to catch issues early. → Iterate quickly and keep on improving on feedback. — In a nutshell... It creates a cycle that drives growth and reduces risk: → Collect feedback strategically. → Analyze it deeply for actionable insights. → Act on it with precision. → Measure its impact and iterate. — P.S. How do you collect and implement feedback?

Every company says they listen to customers. But most just hear them. There's a difference. After spending years building feedback loops, here's what I've learned: Feedback isn't about collecting data. It's about creating change. Most companies fail at feedback because: - They send random surveys - They collect scattered feedback - They store insights in silos - They never close the loop The result? Frustrated customers. Missed opportunities. Lost revenue. Here's how to build real feedback loops: 1. Gather feedback intelligently - NPS isn't enough - CSAT tells half the story - One channel never works Instead: - Run targeted post-interaction surveys - Conduct deep-dive customer interviews - Analyze product usage patterns - Monitor support conversations - Build customer advisory boards - Track social mentions 2. Create a single source of truth - Consolidate feedback from everywhere - Tag and categorize insights - Track trends over time - Make it accessible to everyone 3. Turn feedback into action - Prioritize based on impact - Align with business goals - Create clear ownership - Set implementation timelines But here's the most important part: Close the loop. When customers give feedback: - Acknowledge it immediately - Update them on progress - Show them implemented changes - Demonstrate their impact The biggest mistakes I see: Feedback Overload: - Collecting too much data - No clear action plan - Analysis paralysis Biased Collection: - Listening to the loudest voices - Ignoring silent majority - Over-indexing on complaints Slow Response: - Taking months to act - No progress updates - Lost customer trust Remember: Good feedback loops aren't about tools. They're about trust. Every piece of feedback is a customer saying: "I care enough to help you improve." Don't waste that trust. The best companies don't just collect feedback. They turn it into visible change. They show customers their voice matters. They build trust through action. Start small: 1. Pick one feedback channel 2. Create a clear process 3. Act quickly on insights 4. Show results 5. Scale what works Your customers are talking. Are you really listening? More importantly, are you acting? What's your approach to customer feedback? How do you close the loop? ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1999+ community members! 💥 [link in the comments section]

Want to build trust & transparency in your team? Start with 360-degree feedback: At work, nothing matters more than trust & honesty. 360-degree feedback is a (fantastic) way to do this. I’ve seen it: -Boost performance -Increase collaboration -Improve team dynamics -Create a happy work culture 360-degree feedback lets everyone share their thoughts. It makes employees feel important & brings teams closer together. Here’s a step-by-step blueprint to start using 360-degree feedback: 1. 𝗗𝗲𝗳𝗶𝗻𝗲 𝗖𝗹𝗲𝗮𝗿 𝗚𝗼𝗮𝗹𝘀 What do you want to achieve? Better Communication? -360-degree feedback helps employees talk about hard topics. -This increases happiness & reduces the chances of exit. Find Skill Gaps? -When you locate skill gaps you can help employees improve at their jobs. -Getting feedback helps you locate missing skills. Boost Morale? -Employees are happier & more engaged when they see changes from THEIR feedback. 2. 𝗖𝗵𝗼𝗼𝘀𝗲 𝘁𝗵𝗲 𝗥𝗶𝗴𝗵𝘁 𝗧𝗼𝗼𝗹𝘀 Pick a feedback tool that’s easy to use! Choose tools that are simple & match your needs. Options include: - Interviews - Focus groups - Online surveys Make sure the tools cover what you want to assess & are reliable. 3. 𝗧𝗿𝗮𝗶𝗻 𝗬𝗼𝘂𝗿 𝗧𝗲𝗮𝗺 Teach your team how to give (& receive) feedback. -This includes learning how to give & receive feedback the right way. -You should stress honesty & respect via feedback to build trust. -Training helps ensure feedback is useful. 4. 𝗘𝗻𝘀𝘂𝗿𝗲 𝗔𝗻𝗼𝗻𝘆𝗺𝗶𝘁𝘆 Make the process anonymous to get honest feedback. - Find what works best for your team. - Anonymity fosters (honest) feedback without fear of trouble. - Anonymity encourages honesty, but being open can build trust. 5. 𝗖𝗼𝗹𝗹𝗲𝗰𝘁 & 𝗔𝗻𝗮𝗹𝘆𝘇𝗲 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 Get feedback from different sources & look for patterns. -Gather feedback from coworkers, team members, & bosses for a complete picture. Looking at feedback helps find patterns & areas to improve. 6. 𝗣𝗿𝗼𝘃𝗶𝗱𝗲 𝗛𝗲𝗹𝗽𝗳𝘂𝗹 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 Share feedback in a way that helps. -Highlight both strengths & areas to improve so employees understand their performance completely. -Give feedback that helps people grow, don't point out mistakes. -Encourage improvement. 7. 𝗙𝗼𝗹𝗹𝗼𝘄 𝗨𝗽 Have a plan to follow up on the feedback. -Regular follow-ups show your company cares about feedback (this builds trust & engagement). -Create & track plans based on feedback to ensure it leads to (real) improvements. 𝗧𝗟𝗗𝗥 360-degree feedback builds trust & honesty. Follow these steps: 1. Set clear goals 2. Choose the right tools 3. Train your team 4. Ensure anonymity 5. Collect & analyze feedback 6. Provide helpful feedback 7. Follow up Are you ready to use 360-degree feedback to build trust & honesty?

"We have quarterly feedback surveys," Tom said. "But engagement keeps dropping." I asked, "When was the last time someone saw actual change from those surveys?" Silence. "That's what I thought." "Here's what I've learned about employee feedback: Most companies collect it. Few companies act on it. Almost none close the loop. And employees notice." I worked with a tech company last year. They had: - Surveys - Town halls - Open doors Their engagement score?  Below industry average. "We don't understand," the CEO said. "We ask for feedback constantly." "That's the problem," I said. "How is asking for feedback a problem?" "You're not actually listening." I pulled up their last survey results. "Says here employees want more flexible work arrangements. What did you do about it?" "We formed a committee to explore options." "That was eight months ago. Then what?" "They're still meeting." I turned to the CHRO. "Employees said they need clearer career paths. Your response?" "We're designing a new framework." "When will it launch?" "Maybe next year." The pattern was clear. Ask and acknowledge. No action. No follow-up. "Your employees feel unheard because they ARE unheard," I said. "But we have all these channels..." "Those channels are just noise. Every survey you send without acting tells employees their voice doesn't matter." The CEO leaned forward. "So what do we do?" "First, stop asking questions you won't act on. Better to have no survey than one you'll ignore." "Then?" "Pick ONE thing from your last survey. The thing employees mentioned most. Then fix it." "Tell them exactly what you did and why. Start employee communications with the line: 'As a result of your voice in the last survey, we...' It tells them you heard them and what you did about it. And make sure the change happens with them, not to them." "That's it?" "Yes. Then do it again. One thing at a time. Show them their words create change." Six months later: - They implemented flexible Fridays - Created clear promotion criteria and tracks   - Killed two meetings everyone said were useless - Shared monthly "You asked, we did" updates Engagement scores up 30%. But here's what really changed: Their next town hall was packed. Employees actually spoke up. Why? Because they'd seen their words matter. The truth about employee listening: Feedback without follow-through is worse than silence. It teaches employees you're just checking a box. Real listening means: - Acting on what you hear - Explaining what you can't change and why - Closing the loop every single time Because employees don't need more surveys. They need to see their feedback create change. Otherwise, you're not building a listening culture. You're running feedback theater. And everyone knows it. _____ Like my content? Give me a follow. Want to see more of it? Click the 🔔 on my profile. .

𝗠𝗲𝗮𝘀𝘂𝗿𝗶𝗻𝗴 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁 I've been asked this at least 3 times in the last two months. "How do I know that my leaders are improving?" This is where we distinguish knowing from application. 10% of capability comes from learning from formal sources. 20% comes from networks and interactions. 70% comes from application to portfolios and projects. One thing that sets this all apart are data points. Even if I apply skills to my projects, how do I know I did it well? Most large companies have a 360-degree or leadership assessment process in place. So, I'll share my thought process for this in case you are attempting to develop this for your own organization. Step 1: Determine organizational strategy and business outcomes. This is necessary to align expectations of desired behaviors. This is where a Balanced Scorecard can come in handy. Step 2: Assess expectations of leaders. You'll then assess them across leadership behaviors for new, mid and even senior managers. Granularity of differences supports focus and clarity. Often, a list of pre-existing behaviors/competencies are used to make the exercise easier. Validated psychometric tools such as the 16PF help to anchor it to scientific rigor. Organizational psychologists like me conduct surveys to gather insights. Then, focus groups are used to drill down to details information. After that, we'll create categories basedon the information and produce working behavior-based definitions. Step 3: Prioritize the list Now, the leadership team decides which behaviors are more important by way of ratings. Step 4: Build the 360 We then build a 360-degree feedback survey questions. These questions are reviewed for validity. Step 5: Allocate the survey A system specializing in the 360 (there are many) can be used. Feedback Recipient selects 6 to 12 people to rate them. In organizations, to avoid selection bias, leaders of the feedback recipient can review and veto the people doing the rating. Then, the participant does the survey too (self-rating) Step 6: Debrief of survey Usually, participants need guidance from a trained coach who understands feedback requirements. This is to provide grounding and objective input. Often, 360 surveys tend to be met with resistance unless the coach is skilled in facilitating the reflection conversation. Step 7: Action Planning The participant then produces a set of actions for improvement. This plan and the priority of focus should be made known to the feedback givers. Step 8: Pulse Surveys After a designated time (within 6 to 12 month period) a validated pulse survey is set up for the observers to rate improvement in specific behaviors. Step 9: Continued Leadership Coaching, Mentoring and Peer Support A combination of these can be used to enhance development. Step 10: Final Comparison Survey Toward the end of the year, a comparison survey is done to see how the key areas have improved or not. ---

That’s the thing about feedback—you can’t just ask for it once and call it a day. I learned this the hard way. Early on, I’d send out surveys after product launches, thinking I was doing enough. But here’s what happened: responses trickled in, and the insights felt either outdated or too general by the time we acted on them. It hit me: feedback isn’t a one-time event—it’s an ongoing process, and that’s where feedback loops come into play. A feedback loop is a system where you consistently collect, analyze, and act on customer insights. It’s not just about gathering input but creating an ongoing dialogue that shapes your product, service, or messaging architecture in real-time. When done right, feedback loops build emotional resonance with your audience. They show customers you’re not just listening—you’re evolving based on what they need. How can you build effective feedback loops? → Embed feedback opportunities into the customer journey: Don’t wait until the end of a cycle to ask for input. Include feedback points within key moments—like after onboarding, post-purchase, or following customer support interactions. These micro-moments keep the loop alive and relevant. → Leverage multiple channels for input: People share feedback differently. Use a mix of surveys, live chat, community polls, and social media listening to capture diverse perspectives. This enriches your feedback loop with varied insights. → Automate small, actionable nudges: Implement automated follow-ups asking users to rate their experience or suggest improvements. This not only gathers real-time data but also fosters a culture of continuous improvement. But here’s the challenge—feedback loops can easily become overwhelming. When you’re swimming in data, it’s tough to decide what to act on, and there’s always the risk of analysis paralysis. Here’s how you manage it: → Define the building blocks of useful feedback: Prioritize feedback that aligns with your brand’s goals or messaging architecture. Not every suggestion needs action—focus on trends that impact customer experience or growth. → Close the loop publicly: When customers see their input being acted upon, they feel heard. Announce product improvements or service changes driven by customer feedback. It builds trust and strengthens emotional resonance. → Involve your team in the loop: Feedback isn’t just for customer support or marketing—it’s a company-wide asset. Use feedback loops to align cross-functional teams, ensuring insights flow seamlessly between product, marketing, and operations. When feedback becomes a living system, it shifts from being a reactive task to a proactive strategy. It’s not just about gathering opinions—it’s about creating a continuous conversation that shapes your brand in real-time. And as we’ve learned, that’s where real value lies—building something dynamic, adaptive, and truly connected to your audience. #storytelling #marketing #customermarketing

I've helped teams build stronger communication cultures. (sharing my proven framework today) Building open communication isn't complex. But it requires dedication. Daily actions. Consistent follow-through. Here's my exact process for fostering feedback culture: 1. Start with weekly 30-min team check-ins → No agenda, just open dialogue → Everyone speaks, no exceptions → Celebrate small wins first 2. Implement "feedback Fridays" → 15-min 1:1 sessions → Both positive and constructive feedback → Action items for next week 3. Create anonymous feedback channels → Digital suggestion box → Monthly pulse surveys → Clear response timeline 4. Lead by example (non-negotiable) → Share your own mistakes → Ask for feedback publicly → Show how you implement changes 5. Set clear expectations → Document feedback guidelines → Train on giving/receiving feedback → Regular reminders and updates 6. Follow up consistently → Track feedback implementation → Share progress updates → Celebrate improvements 7. Make it safe (absolutely crucial) → Zero tolerance for retaliation → Protect confidentiality → Reward honest feedback Remember: Culture change takes time. Start small. Build trust. Stay consistent. I've seen teams transform in weeks using these steps. But you must commit fully. Hope this helps you build stronger team communication. (Share if you found value) P.S. Which step resonates most with you? Drop a number below. #team #communication #workplace #employees

𝐇𝐚𝐫𝐧𝐞𝐬𝐬𝐢𝐧𝐠 𝐅𝐞𝐞𝐝𝐛𝐚𝐜𝐤 𝐏𝐫𝐨𝐦𝐨𝐭𝐞𝐬 𝐆𝐫𝐨𝐰𝐭𝐡 One of the most effective strategies for growth and success is embracing the power of feedback. “𝐺𝑒𝑛𝑒𝑟𝑎𝑙𝑙𝑦 𝑠𝑝𝑒𝑎𝑘𝑖𝑛𝑔, 𝑛𝑜 𝑚𝑎𝑡𝑡𝑒𝑟 𝑤ℎ𝑎𝑡 𝑦𝑜𝑢'𝑟𝑒 𝑡𝑟𝑦𝑖𝑛𝑔 𝑡𝑜 𝑑𝑜, 𝑦𝑜𝑢 𝑛𝑒𝑒𝑑 𝑓𝑒𝑒𝑑𝑏𝑎𝑐𝑘 𝑡𝑜 𝑖𝑑𝑒𝑛𝑡𝑖𝑓𝑦 𝑒𝑥𝑎𝑐𝑡𝑙𝑦 𝑤ℎ𝑒𝑟𝑒 𝑎𝑛𝑑 ℎ𝑜𝑤 𝑦𝑜𝑢'𝑟𝑒 𝑓𝑎𝑙𝑙𝑖𝑛𝑔 𝑠ℎ𝑜𝑟𝑡.” – K. Anders Ericsson Seeking feedback helps a leader develop by recognizing areas of weakness and deciding how to address them. 𝗛𝗼𝘄 𝘁𝗼 𝗦𝗲𝗲𝗸 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 1) Start Simple Begin with quick surveys to gather initial insights. Three effective questions to ask are: · On a scale of 1-7, how likely are you to recommend our company? Why? · What do you like about our company? · What could be improved? By keeping the questions quick, you will easily have time to ask them, and any response may prompt a deeper conversation. 2) Add More Feedback Methods Team Meetings. Instead of asking, “What can I do better?” consider prompting, “What can the company be doing better?” to generate responses. Performance Reviews. When people are asked their opinion on the company, team, and manager, there is a greater sense of ownership. 360-Degree Evaluations. These are typically done only for the leadership team and include direct reports, colleagues, and others who engage with them. Digital Suggestion Box. Allow anonymous feedback to encourage honesty. Encourage constructive points and then show that you heard the feedback. 𝗔𝗰𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗶𝗻𝗴 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 Responding to feedback is just as crucial as seeking it. Address all input you receive, even when you can't implement every suggestion. Be transparent about which changes you're making and which ideas aren't feasible right now. 𝗚𝗶𝘃𝗶𝗻𝗴 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 Providing effective feedback is crucial for team growth and trust. Most startup employees want to perform meaningful work and grow quickly in their roles. Effective feedback helps align employees with company goals, ensuring their hard work moves the organization forward. Follow these key principles for giving feedback: Be Candid and Constructive. Address issues while offering support for improvement. Constructive feedback always has a clear purpose. Consider the Specific Person. Tailor feedback based on the context and individual's needs. Set Yourself as the Example. Before giving feedback, demonstrate how feedback has benefited you or the company. When delivering tough feedback, support the person afterward through follow-up meetings, regular check-ins, and encouragement of their progress. By seeking and giving constructive feedback, founders can foster a culture of continuous improvement, enhance leadership, and drive business success. 𝗛𝗲𝗿𝗲'𝘀 𝘆𝗼𝘂𝗿 𝘁𝗮𝗸𝗲𝗮𝘄𝗮𝘆: See the groups in the first comment below, choose one, and schedule a meeting with 3-5 people in the next two weeks. #leaders #founder #adapt #startups

Closing the loop on customer feedback is an art — but a crucial one for driving product growth. Here's how to do it: 1. Open the channels Make it seamless for customers to submit feedback through your product, community, and other touchpoints. 2. Analyze and prioritize Identify the highest-impact issues across your feedback sources. Prioritize those areas accordingly. 3. Acknowledge receipt Even a simple, automated response goes a long way in making customers feel heard when they take the time to share thoughts. 4. Provide updates Keep the conversation going. Follow up with customers who submitted feedback to share how you're addressing their issue. 5. Implement and iterate Take action on the prioritized issues. Continuously improve based on renewed feedback. The bottom line: Customers who feel listened to are more invested in your success. Treat their feedback as a dialogue, not a monologue.