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In what ways do you gather customer feedback to refine operational processes?

1 Answer
Saikat Paul
Saikat Paul
Asana Head of Product OperationsDecember 19

The most important thing I’ve learned about feedback is that it is not given unless requested and is predicated on a safe environment.

Hearing 'everything is great' feels good, but it often masks areas for improvement. We've learned that the most valuable feedback reveals both strengths and weaknesses. We need to know what didn’t work so we can address it. But how do we get folks to be honest and forthright?

While some people naturally share feedback openly, others might hesitate due to fear of judgment or negative consequences. We need to create a safe environment where everyone is comfortable speaking their mind.

  • Cultivate a safe space by practicing active listening, refraining from defensiveness, and responding with genuine curiosity and appreciation.

  • Offer a variety of channels to cater to different needs, from anonymous surveys for sensitive topics to open group discussions for brainstorming

  • Always follow up. Highlight when feedback has led to process improvements to show folks their responses are not going into a black box.

By actively fostering a safe and open environment, we ensure our processes benefit from the collective wisdom and diverse perspectives of our team, leading to continuous improvement and sustainable success.

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