There's positive feedback and there's negative feedback. The old rule is that you should also try to be constructive in your feedback, so that's clearly a third kind. However, there's still a lot more than just those tree, so here's a list of some of the different kinds I've met over the years.
- Whining. This is the lowest form of feedback, because it mostly just concentrates on why the complainers life is useless without such-and-such feature, and often also includes predictions of doom.
- HelloKitty. OMG LOL LOV UR SITE KTHXBYE. Probably positive, but one can never be too sure. Also known as "fly-by thanks."
- Complaints. People who have a genuine problem and have gone through the effort of actually filing a complaint. While they can be annoying, the concerns they do raise are genuine and can really make a positive impact on your product. After all, they care about your stuff. Can become good allies, even ambassadors.
- Reviews. These are an old-fashioned and not always very relevant form of feedback. Since they come conceptually from old media, they usually are not changed after publishing, and therefore work only for products which are changed rarely. For a modern web site which are updated sometimes several times a day, they are obsoleted quickly.
- Bonepicking. No matter what you do, some people have a bone to pick with you or your company, and will take everything that you do in negative light. Slips easily into whining, but can be a genuine complaint too.
- Awards. Awesome stuff, if given genuinely.
- Ambassadors. Folks that are so into your product that they go out and spread the word. Treat these people well, for their feedback carries extra weight.
- Faux criticism. This is usually just cloaked whining. It appears on the surface to be useful, but often turns out to be a complete failure to understand what the product is supposed to be doing and applying it to a focus group of one. ("My cell phone does not whip cream very well. I think there's a big portion of people in the world who would like to whip cream with their phones. If you cannot bring such a product to market, you will lose all those people.")
- Fair criticism. This is the kind of stuff that one should really grip when it comes in. It doesn't mean that you should do what it says, but at least you should understand where it comes from, and preferably respond kindly.
- Mehs. "Yeah, it's kinda okay." This is a good warning sign that your product isn't rocking the boat, but as for its informational value it's pretty much zero.
- Anons. Anonymous/pseudonymous commentary on web sites. This is almost like noise, and going through it is usually as useful as peeling your skin with sandpaper. Yeah, it does exfoliate, but it's painful and you could spend the time more wisely.
- Peekaboo. Comes in, gives you an incomplete bug report, and then completely disappears or is unable to give any more information. Often does not have very good language skills.
- Thanks. Just simple, heartfelt thanks. While they may not make your product better, they do make you feel better, and that's really why you do what you do, don't you?
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|"Main_blogentry_220710_1" last changed on 22-Jul-2010 19:54:26 EEST by JanneJalkanen.|