Product feedback (and feature requests) in Siteimprove

Modified on: Wed, 13 Dec, 2023 at 5:13 PM

Our approach to product feedback

Here at Siteimprove, we take product feedback very seriously. 

We believe that listening to our customers, team members, and prospects – taking their ideas on board and bringing their voices into the projects we choose to invest in – is the best way to build a better product.

We use your feedback to identify the most important features, ideas, pain points, and opportunities so that you can get more value from our product as efficiently as possible. 

How to give us your product feedback

Submitting your feedback couldn't be simpler. 

(The in-tool feedback form is released to an early access segment on Nov. 20th, 2023. If you do not have access to the in-tool form you can always provide your feedback via your Customer Success Executive)

screenshot of the feedback form in the resource center

Go to the Siteimprove platform and click the blue question mark in the bottom-right corner of the screen.
Fill in the form and make sure you do not share any confidential information.
Click ‘Share Your Feedback’.

For a more detailed description, read the section below the FAQ.

What happens to your product feedback

Your submitted feedback will transition through the following statuses: NEW - IN REVIEW – PRIORITIZED – PLANNED – RELEASED.
The status NOT PLANNED can apply at all times.

STATUS	WHAT HAPPENS
NEW	You submit a new request. From there, the feedback undergoes internal triaging (i.e. we read it and categorize accordingly) during which we clean up the database of feedback regularly.
IN REVIEW	At this stage, both Siteimprove’s internal staff and customers provide nuanced input and vote on requests. This allows us to gauge demand, gather use cases, and establish impact and value.
IN REVIEW	Every week, our Product Managers assess the feedback IN REVIEW where they (along with internal stakeholders) align priorities with customer needs and our own product and company strategy. As the team evaluates the feedback, they will update the status in Pendo so that you promptly know the outcome.
PRIORITIZED	The feedback has been prioritized for future development (no dates apply at this stage) and our internal team refines it even further, as well as comparing it to already prioritized items.
PLANNED	The feedback has been planned for future development in a specific development cycle (dates apply).
RELEASED	The feedback has been released into concrete enhancements of our platform.
NOT PLANNED	If your feedback holds the status NOT PLANNED it means that we won't act on the feedback for now (various reasons can apply, and you will be notified), but the feedback is never forgotten.

When feedback changes status you will get a notification from @no-reply@pendo.io with information about the status change.

FAQs

How long will it be before the product team reviews my idea?

Items will be reviewed by our teams on a weekly to bi-weekly basis depending on the current workload. We take the top requests and update the status where appropriate. Make sure your ideas are clear and concise so others can vote on and prioritize them easily.

Remember to prioritize your own requests, too. That way, we will know if a particular request is important to you.

My request hasn't been reviewed yet and I submitted it 6+ months ago. What can I do?

If we haven't reviewed your item yet and it’s a high priority for you:

Make sure it's at the top of your priority list.
Make sure your request is clear. Tell us why you need it, what it is stopping you from accomplishing, and what the impact is. Please add these details in a comment on your idea.

Thank you for your feedback, understanding, and support as we work together to build the best products possible! 

Where can I find all visible submitted product feedback?

(The in-tool feedback form and portal are released to an early access segment on Nov. 20th, 2023. If you do not have access to the in-tool portal you can always ask your Customer Success Executive to add your feedback and/or look up existing feedback)

Our product feedback portal has the most up-to-date information about the input we get externally and internally to our products, and we will always provide an explanation as to the nature of the status update. 

You can find the portal by opening the feedback form in the in-platform Resource Center (blue question mark) and click ‘Open in Portal’.

screenshot of the open in portal button

If you reach out directly to our Support or Customer Success teams, they'll be able to look up ideas for you, but they won't have any additional information or be able to provide an estimate for when your request will be reviewed. 

Why can I not report an error that I am facing in the platform via this form?

If you are facing an error in the platform it is important to submit that error as a ticket for our support team.

Use this ticket submission link to file a ticket for our team. When doing that you make sure that your request is handled as fast as possible.

Detailed description of the feedback submission flow

Wherever you are in the platform click the blue question mark in the bottom-right corner of the screen.
Click ‘Share Your Feedback’.
Fill out the form within the ‘Resource Center’ and make sure not to submit any confidential information.
Submit the request.
You can follow the status of your feedback by clicking the ‘Open in Portal’ link.
When more feedback is submitted the priority of the feedback will be evenly distributed between all the submitted feedback. That means that all feedback cannot have the same priority, if one is prioritized high, the others will automatically be prioritized lower.

Additional information

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