How To Track & Prioritize Feature Requests With Customer Service

This article provides a guide to help you build a system for improving your product using customer feedback that you can actually follow through on, rather than just collecting information.

• This is an effective method of converting customer service interactions into data-driven product improvements.
• It's easy to train your CSRs to ask two questions about feature requests.
• This system provides a mechanism to track and prioritize your feature requests.

Two Questions to Track Feature Requests

The first step is to train your CSRs to ask two questions when handling support tickets, or in any other customer interaction where a product improvement suggestion is made.

• What specific product improvement(s) would you like to see?
• On a scale of 1-10, how important is this feature to you?

These questions provide valuable insights into what customers want and how important each feature request is to them. This information is essential for prioritization.

Track Customer Feedback Using a Spreadsheet

This is a step-by-step process to implement a spreadsheet-based system to track and prioritize feature requests.

• Create a spreadsheet with a separate tab for each feature request.
• Record the date, customer, customer LTV, and other relevant details.
• Use formulas to calculate a score based on the number of times a feature is requested and the customer LTV.

Prioritizing Feature Requests with a Spreadsheet

This method allows you to prioritize feature requests based on their potential impact and ease of implementation. The spreadsheet provides a clear overview of each request, making it easier to make informed decisions. The following table shows a sample spreadsheet to prioritize feature requests for a SaaS product sold to restaurants. The example uses a spreadsheet and formulas to track feature requests and calculate a score.

Request Number	Feature Request	Score	Difficulty Rating
1	Add an option to view sales reports by customer type.	$17,600	5
2	Implement a loyalty program feature.	$15,600	8
3	Allow restaurants to integrate with popular online ordering platforms.	$16,400	9

• The "Score" column is calculated using a formula that considers the number of times a feature is requested and the customer LTV.
• The "Difficulty Rating" column provides a subjective rating based on the complexity of the feature request.

Prioritizing Feature Requests Using an Algorithm

This section explains how to create a system for prioritizing feature requests based on the data collected.

• Assign weights to your prioritization factors.
• Use a spreadsheet to calculate a score for each feature request based on your chosen factors and weights.
• Utilize the calculated score to determine the priority of each feature request.

Development Priorities: Balancing Customer Feedback & Business Goals

This article provides a simple yet effective method of prioritizing feature requests. It allows you to combine customer feedback with business goals to make informed decisions about product development.

• This approach empowers you to make more informed decisions about product development.
• It allows you to balance customer feedback with business goals.
• It provides a data-driven method of prioritization.

Using a Spreadsheet for Data-Driven Product Development

This method can be adapted and customized to your specific needs. It provides a solid foundation for prioritizing feature requests and implementing improvements. The key is to make data-driven decisions based on customer feedback, resource constraints, and business goals.

• A spreadsheet-based system is a simple, yet effective way to track feature requests.
• It allows you to analyze data and make informed decisions about prioritization.
• This method helps ensure that you're spending your resources wisely.

Key Takeaways

Using a spreadsheet and a basic algorithm to track and prioritize feature requests offers a valuable tool to convert customer feedback into real product improvements. This data-driven approach ensures you're investing your time and resources in the features that matter most. It empowers you to make informed decisions about product development, align your priorities, and enhance your product's value to your customers.