Blindspots in customer feedback

Think of customer feedback as two distinct signals. One is complaint-driven insights about why people leave. The other is a silent signal that explains why people stay and remain loyal.

When looking at complaints and help requests you’ll only capture the minority of vocal customers. But your satisfied users might have the key insights to what makes your product worthwhile. Your loyal users often value something completely different from what complaining customers expect.

Value alignment over problem resolution.

You might have a bug in the product but you might also have the wrong customer.