I know it's been a few months since you asked this question about whether Feedback gets to the right people, but I wanted to chime in.
I've had the pleasure of participating in Q&As with Ted Callahan and some of his Intuit engineers. We grilled them about alot of things and it led to a discussion about the Feedback. I can assure you that the engineers DO get that feedback. They have teams that regularly review all the feedback and send it to the appropriate team. They use that feedback to guide them in their changes. I know you're probably thinking, "Well then why haven't they fixed <insert any multitude of old issues> yet because we've been complaining about that for years. That I can't answer. But, there have been very useful changes that have come out as a result of that feedback. I recommended that they be more transparent about the suggestions and what their teams are working on, such as having a website for that where people can up-vote suggestions they agree with.
In October, Ted Callihan started a new article series on the Firm of the Future website called "Your Feedback In Action". Every month they share "the most relevant product improvements, updates, and changes based on your feedback"
Your Feedback in Action - Firm of the Future
Here are a few Feedback tips:
- One tip they did give us was that there are different feedback buttons on different screens. Use those specific feedback links for issues on those pages because those go directly to the team that works on that page. The engineering teams area assigned very specifically to certain pages or functions, so getting the feedback directly to them is very helpful.
- Include screenshots when possible. Sometimes the way you've written the feedback doesn't give a clear picture of the issue, but a screenshot can help them fill in the blanks.
- Use THEIR terms at all times - ie: don't call a vendor bill and Invoice.
- Leave emotion out of it and just give them the facts. I will often include a little bit of detail as to why it causes me to spend more time on something or why it doesn't work for my processes just so they can see how why that thing is such an issue that I decided to spend the time sending feedback.
I hope all of this helps!
- Dena Martin, Adv Certified QB ProAdvisor, Appy Camp 2022, Trainer & Educator
