Essay · 8 min read

3 rules for customer feedback

Des Traynor · Intercom Blog Free Intermediate

Traynor's rule that you should never ask for feedback you are not prepared to act on is exactly the discipline the short answer is pointing at: pick one product decision a week that a real conversation informed, don't just collect opinions. He also warns against pulling feedback from everyone at once, which is a trap founders fall into once they have more users than they can personally track. Short, blunt, and worth rereading whenever your feedback inbox gets noisy.

  • Never solicit feedback you are not prepared to act on.
  • Feedback from all users at once is noise, not signal.
  • When and where feedback was given tells you as much as what was said.
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The question it answers

  1. How do I keep learning from customers after launch instead of only doing research once at the start?

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