Research
9 min read
What 40 customer interviews taught us about feedback tools
Teams don't lack feedback. They lack a place where it adds up. Notes from the research behind Cadrell.
Naomi Clarke
Design Researcher
Before writing any code we spoke to 40 product and support leaders about how they handle customer requests.
Everyone had feedback
Every team had more feedback than they could read. None of them had a place where it added up to a decision.
Three patterns
Requests lived in the tool of whoever heard them. Nobody trusted vote counts. And customers were almost never told what happened. Cadrell is built around fixing those three.
Written by
Naomi Clarke
Design Researcher
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