Question Page

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

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.

...Read More
1083 Views
Top Product Management Mentors
Natalia Baryshnikova
Natalia Baryshnikova
Atlassian Head of Product, Enterprise Strategy and Planning
Deepak Mukunthu
Deepak Mukunthu
Salesforce Senior Director of Product, Generative AI Platform (Einstein GPT)
Aleks Bass
Aleks Bass
Typeform Chief Product Officer
Kara Gillis
Kara Gillis
Splunk Sr. Director of Product Management, Observability
Abhiroop Basu
Abhiroop Basu
Square Product Manager
Mike Flouton
Mike Flouton
GitLab VP, Product
Anton Kravchenko
Anton Kravchenko
Carta Sr. Director of Product Management
Paresh Vakhariya
Paresh Vakhariya
Atlassian Director of Product Management (Confluence)
Preethy Vaidyanathan
Preethy Vaidyanathan
Matterport VP of Product
Farheen Noorie
Farheen Noorie
Grammarly Monetization Lead, Product