If we don’t make our customers feel appreciated for their feedback, both positive and negative, they simply won’t give feedback. Home » Product Feedback Purpose of the Post Market Surveillance - Questionnaire. It’s one question with a scale of 1 to 10: Not gathering feedback today? Our call center is available from 8:00 to 17:00. You maybe be asked to participate in follow up interviews as the project progresses. And unlike the NPS question, which emphasizes gaining “promoters” to recommend your business to others, the CES focuses on creating an “effortless experience” for customers. It’s our job every day to make every important aspect of the customer experience a little better. Gather feedback from your customers regarding the company, product, customer service, intention to return, and more. If you have a tight customer feedback loop for your marketing and sales teams, these headaches will be entirely avoided. If you sell a software product, asking for feedback directly inside the app is a fantastic method for collecting product feedback. Your customers' opinions matter, not just to PR & marketing, but to every team — from customer support to product development to sales. In fact, customers who fall into the “promoter” category tend to have an average customer lifetime value (LTV) that is 3x to 8x higher than those in the “detractor” category. However, there are plenty of great arguments against NPS as well. Now you’ve learned how to ask for customer feedback. That’s where monitoring comes in. The end users could be giving you 10's, but the decision-maker doesn't get surveyed and isn't seeing the ROI. Strong predictor of referral likelihood as 81% of customers reporting high effort say they would speak negatively about the company to others. Premium plans, Connect your favorite apps to HubSpot. We hope you’ll join the Product Feedback Group and look forward to speaking with you soon! Ensuring that your team can acknowledge and thank anyone that completed the survey (close the loop) is critical to ensuring that customers will continue to provide you feedback.". Hard to make actionable — we get very few pieces of qualitative feedback. Success teams and their product counterparts also want to use feedback mechanisms to identify opportunities for improvement in their product. The most popular ways to measure overall customer satisfaction trends are: Let’s break down the pros and cons of each option. That’s why Product Managers conduct 1 on 1 interviews with customers when they start a new project. Returning customers, or customer loyalty, is what grows a business. The most common questions, “How is my team doing at servicing our customers? If we don’t know where people are frustrated, we can’t improve our customer service. See all integrations. Somerville, MA 02144 The question isn’t about an emotion (i.e. Ensuring that your team can acknowledge and thank anyone that completed the survey (close the loop) is critical to ensuring that customers will continue to provide you feedback.". Creating a “feature request board” is a common tool for gauging product feedback from existing customers. Our gift pack call center: 1800-707-800. Studio Manager (Group Exercise) Deerfield, IL. Asking on a the same question (i.e. According to Scott Tran, founder of Support Driven, it's vital to factor in both positive and negative feedback (regardless of category). P.O. We asked Nils Vinje, VP of Customer Success at Rainforest QA, to elaborate on this topic: ”Whether you use NPS or a general customer satisfaction survey, the most common mistake I see people make is doing a lot of work to put the system in place without doing the work to get teams/the company ready to act on the feedback that is collected. GetFeedback helps product marketers and product managers understand how customers feel about product installation, product features, and what customers would like to see in the future. Is it an accurate measurement tool compared to other options out there? Or you can share the customer feedback at set intervals such as daily, weekly, or monthly digests. If you are invited to participate in a usability test, you will schedule a time with a member of our team and receive a link to join a virtual meeting. This question shows how happy your customers were with the whole support interaction -- from finding your contact information, how long it took for you to answer, the conversation they had with your team, and other follow-up conversations. First, it builds confidence with the people and companies using our software about what will be available and when. Tell us about yourself. Manager of Customer Success at Moz, how she implements customer feedback from surveys: ”Customer satisfaction survey data is an invaluable source of new ideas to test as well as a great gauge at how to prioritize improvements. This is your chance to see new features before anyone else. their NPS Promoters). Another strategy for categorizing customer feedback comes from Justin Wilcox of Customer Development Labs. This will help us identify trends and solve new customer issues. Product feedback forms or surveys represent a quick way of gathering user feedback. Washington, DC 20005 How do you organize your customer feedback? (202) 370-8050, 48 Grove St, Suite 202 But we’re always looking for new and interesting ways to gather customer feedback. Highly actionable compared to other terms such as CSAT or NPS. Monitoring tools make it easy for you to find people talking about you, but not necessarily to you (when they don't @mention your account) — and reach out or take notes when necessary. The next main category is getting feedback about your customer service. In summary, making an experience low effort is one of the best ways to increase customer loyalty. Lack of segmentation by type of customer. We'd love you to join! P.O. Gives us access to the customer/user where they are in the app. Product Feedback Group members will receive email invites to various research studies including interviews, usability tests, surveys, and more. Vote to see the results from others: Whether you choose NPS, CSAT, or NPS, the key is asking for customer feedback after a support ticket and/or a live chat is closed. Let us know how we can improve our products to make your baking experience the best ever. You can easily manage your interests or opt out of the Product Feedback Group at any time by unsubscribing from any invitation email. GCE is a manufacturer of medical products compliant to the Medical Device Regulations (MDD, MDR) and related regulations. Sometimes it's not even possible when they don't tag or link to you. If a customer tells you the exact same feedback twice, meaning you didn't address the issue after they raised it in the first survey, you will lose credibility and they may not be willing to keep filling out your surveys in the future. Email follow-up (after support case is closed), That we feel like our voice is being heard, Publishing a report with our customer feedback so far and how we’ve implemented it, Using a public feature request Trello board (like, Mailing thank you letters to people who gave you incredible feedback, Personalizing an email response (beyond a canned template) genuinely thanking them for taking time out of their busy schedules to give feedback. The same can happen with marketing. The final step is then following-up with customers that have provided feedback. Getting your feedback on new product ideas ⦠Product Feedback. Lots of flexibility — you can ask whichever question you see fit, whether you’re evaluating a new design, gauging how customers feel about a new feature launch, etc. We're always looking for ways to incorporate user feedback in our product development process. Potentially. Free and premium plans, Content management system software. How can I make this product better? The three most common places to ask for feedback is: When you end a live chat you’ll often see a survey: Or at the bottom of a knowledge base article when you’re done reading: Or after you closed a support ticket and you get sent a follow-up email: Regardless of how the feedback survey is sent, all the data will get aggregated into a central place to analyze your customer feedback. The world's leading CEOs agree: What's the benefit of gathering customer feedback? HubSpot offers customer feedback tool to help with exactly this. They were promised something by sales that didn’t deliver. Click the link for the product you wish to leave feedback for below, then search to see if somebody else has already offered that feedback. However, if we didn’t consistently our customers via customer feedback surveys, we would NEVER realize that satisfaction dropped specifically during onboarding. If they didn’t consistently ask for customer feedback they would not have uncovered these patterns. You’ll be asked to think out loud as you complete the tasks. Send us a Tweet over at @HubSpot about how you gather customer feedback. It depends on our goals. Product feedback and functionality Understand whatâs really important to your target audience, and whether your development team has prioritized the right features. Try HubSpot’s free customer feedback tool. Phone calls. In the following sections, we’ll uncover best practices for all scenarios. 6d. For these reasons, we prefer the Net Promoter Score combined with custom survey questions.”. It’s our responsibility as a business to follow up with customers who share feedback. CSAT questions are often asked at the end of live chats or knowledge base articles to get an idea of how helpful the solution was for the customer. Community Values; Contact Us; Careers at SFG; Industry Solutions (617) 718-2980. You can text us at 052-7599753 He's a best-selling author and was voted as a top CEO among leaders such as Elon Musk and Mark Zuckerberg. Here are the pros and cons: A massive part of build a product is identifying new features customers desire. ⦠We can improve this by: When we feel like our voice is being heard — and that something will be done about it — we aren’t afraid to share our opinions. It provides a place to make customers feel their voice is heard. Congrats! For people to be engaged they first need to feel relaxed and comfortable in their surroundings. One useful technique to identify and evaluate a new product concept is the focus group, which can be used for both consumer and industrial products. The next set of questions are for the customer support and/or customer success leader. This will enable us to utilize the Group Writeback feature to meet our business requirements. Good luck! You’ll be able to work directly with the product team and see new features first. It's how we create new products and make enhancements to existing products to fit what you need. Once I’m finished creating the Post Its, I usually have quite a mess. Organize a Product Bazaar A Product Bazaar is a wonderful and energizing way to rapidly get a lot of feedback from a large group of users and other stakeholders. A rating scale must be universally understood — stars, thumbs, and numeric rating scales present challenges in analyzing customer feedback. Here are the pros and cons for using CSAT: Outside of gathering NPS and CSAT surveys, you can also listen to what your customers are really thinking about you by using tools like Google Alerts or Mention. Getting your feedback on new product ideas is invaluable. However, you’ll want to bucket that into different subcategories. We call this the ‘product discovery phase’. We’ve also seen other companies use Trello as a tool to publicly share their product roadmap. You might be really surprised, as visitors ⦠. Existing products and services Get feedback on your product thatâs currently on the market with a basic product survey. Use this free product evaluation survey template and customize it to suit your needs. Feedback occurs when an environment reacts to an action or behavior. According research from a UK customer experience group, they found that 43% of customers don’t leave feedback because they don’t think the business cares. If we don’t know how our customers’ feel, what makes them tick, or where they are frustrated … we will fail. NPS is calculated by subtracting the percentage of detractors (customers who would not recommend you) from the percentage of promoters (customers who would recommend you). They’ll ask you open ended questions to help them understand the problem they are trying to solve. Highly correlated to growth and customer loyalty. Customers feel that they’re an active part of building your product roadmap. After you ask for product feedback (the first step in the A.C.A.F. They can do this in a few ways: However, does this help us analyze product issues our customers are experiencing? Does not provide information regarding the customer’s overall relationship with your business. Billing Address Dynamic Communities, LLC. Cultural bias (ex. “Closing the loop with customers that complete your satisfaction survey is both the most important and most ignored step in a good customer satisfaction campaign. Get early access to free customer feedback software, Follow-up with customers who shared feedback. While less common, you may be asked to participate in additional types of studies. Strongest predictor of future purchase behavior (. Builds a sense of community and heightened loyalty when you can collaborate with the company on ideas. Free and premium plans, Sales CRM software. That’s where in-app product surveys can be helpful. Aside from improving the customer experience, it also gives Customer Success leaders insight into what team members are the highest performing. If we don't know what drives satisfied customers, it will be impossible to create. When thinking about whom of your customers to ask, youâll think ⦠For example, after a support rep answers a question, is the customer satisfied? The end users could be giving you 10's, but the decision-maker doesn't get surveyed and isn't seeing the ROI. We love feedback! Brian Halligan, CEO of HubSpot, was recently voted as a, 56,500 customers in more than 100 countries. What are you contacting us about? There’s a fascinating Harvard Business Review article that dives into CES in more detail. The next step is finding a scalable system for categorizing the feedback. The question looks like this: Not gathering feedback today? Difficult to understand how good/bad a score is due to wide-ranging benchmark data. In fact, 81% of customers say they would be willing to leave feedback if they knew they would get a fast response. Are there any key features missing?”. Let’s look at the pros and cons: The biggest issue with NPS, however, is that it doesn’t dive deep enough into specific product issues. UserVoice is the official suggestion box for Microsoft Office. Then I write up an (online) Post It note for each of the nuggets in one of my interviews. Regardless of the question we choose, it’s important to ask the same question at set intervals over time. However, it can also feel like paradox of choice since you can ask ANY question. To identify overall trends in customer satisfaction, we first have to get a benchmark on how happy (or unhappy) our customers are today. Gives us context on what the user/customer is looking at in the app right before their response. Net Promoter Score (NPS) is growing in popularity for measuring the likelihood a person will recommend your product or service. If we don’t get customer feedback we risk our business failing. Brian Halligan, CEO of HubSpot, was recently voted as a top CEO in America. Attracting the right customers. Finally, I create a summary with the core concepts and screen shots of the Post Its. Typically high response rates as it's only one simple question. Free and premium plans, Customer service software. Your most unhappy customers are your greatest source of learning. Now they use this data to inform their marketing & sales strategy, doubling down on companies that fit this demographic, and start seeing a 20% lift in close rates and a 54% lift in retention. We're always looking for ways to incorporate user feedback in our product development process. Additionally, if you have thoughts on gathering customer feedback, we’d love to hear from you. Informal feedback comes in other settings, such as: Casual interpersonal interactions (e.g., water cooler chats) In-the-moment conversations or recaps; Group-based settings like lunch & learns; Events that are peer-to-peer or employee-to-manager; Events that are requested or unsolicited That’s where most companies fall short. But what makes our customers feel like their being heard? CSAT questions are often asked at the end of live chats or knowledge base articles to get an idea of how helpful the solution was for the customer. We’ll give you some tasks to complete using the prototype, and we'll collect your feedback. Adding a tag to a note makes it easy to group feedback related to a product managerâs area of responsibility. and look forward to speaking with you soon. In Azure AD Connect, enable Group Writeback for all types of Azure groups (including Security groups, Mail-enabled Security groups, and Exchange distribution groups). It’s an incredible way to crowdsource feature requests. If you read customer feedback and listen to call center calls, you will really get grounded. Vote to see the results from others: At HubSpot, we use NPS as our primary metric to measure customer satisfaction over time. Here are a few example questions that may be helpful to ask: Regardless of what questions you ask, in-app surveys often help support other commons surveys like NPS. Customer Feedback Loop), youâll get a massive spreadsheet of information. Lack of clarity on what you’re asking or how it relates to their issue. It identifies specific pain-points in the customer journey. We can vary the answers depending on what works best for our audience (ex. For example, customer feedback is the buyers reaction to a companys products, services, o⦠Interviews. Learn what customers like and dislike, and what updates you can make to improve the experience for current customers and attract new customers. Not a 30-second, $300,000 commercial on NBC. The best way to handle this is to maintain the perspective that this could be happening, and use the end-user's feedback as leverage for getting on the phone with the decision-maker.”, It's important to know who is making decisions on the customer’s side. When asked Curtis Morris, CEO at Qualaroo, he agreed it’s vital to follow up with survey respondents: “Closing the loop with customers that complete your satisfaction survey is both the most important and most ignored step in a good customer satisfaction campaign. This is one of my favorites. an “8” in America may mean something different than an “8” in Japan). Providing a response, even if what the customer is requesting is not something you will do, is always better than no response at all or 'it's on the roadmap.' What is a product survey? This is so we can hear your thoughts as you interact with the prototype and better understand any challenges you may face completing the tasks. Our Product Management process was created by our team of consultants and trainers with over 150 years of combined Product Management and Product Marketing experience. Without customer feedback, we are destined to fail. Here are a few of the most common ones: You can manually categorize this feedback using a spreadsheet, assigning labels to specific columns, then creating a PivotTable or V-Lookup … but this can be time-consuming. It’s commonly used as a tactic for measuring customer loyalty. What's the core problem? Product Feedback Group members will receive email invites to various research studies including interviews, usability tests, surveys, and more. If we don’t know what’s wrong, we can’t do less of it. To clean that up, I get rid of any Post It that was only mentioned by one customer and keep everything that was mentioned twice or more. According to Joe Thomas, a cofounder at Loom, publicly sharing the product roadmap has these benefits: "There are two major reasons for publicly sharing what we plan to build for the people using Loom. If you don’t organize your feedback, it'll probably turn into an endlessly scrolling spreadsheet. New feature ideas. Difficult to measure and quantify which makes it nearly impossible to track performance over time. We can vary the answers depending on what works best for our audience (ex. What's the secret to his success? The most common questions include, “How is my product doing at delivering value to our customers? $22K-$39K (Glassdoor est.) Biased based on the last touchpoint a customer had with our company and how they’re feeling in a given day. Product Feedback Group members will receive email invites to various research studies including interviews, usability tests, surveys, and more. Product Feedback. They help you identify social and forum mentions of your brand on websites like Facebook, Twitter, Quora, Yelp, TripAdvisor, and other third-party review sites. And it all starts with gathering customer feedback. NGP VAN Product Feedback Group Participate in short research studies including interviews, surveys, and more. Second, it elicits more feedback from people using our software because they see what you're building which means they can agree or contest what is coming next.". The decision-maker ultimately makes decisions based on quantitative results and not the end-users feedback. As the project manager and facilitator of a focus group, your job is to fully engage the members to get their honest feedback. If we can’t improve our service, our customers will leave for another company who will. Every research study is different. Please leave this field empty. When respondents are relaxed, they will open up and talk more. But sifting through irrelevant posts on multiple channels is overwhelming and can be a huge time drain. We asked Matt Hogan, Head of Customer Success at Intricately, to weigh in on this topic: “The #1 mistake is understanding who controls the power on your customer's end. We asked Ellie Wilkinson, Sr. The rating scale is adaptable. Ask them! Where do users go first? Whether you use NPS or a general customer satisfaction survey, the most common mistake I see people make is doing a lot of work to put the system in place without doing the work to get teams/the company ready to act on the feedback that is collected. , to connect EveryAction users directly with our product team. However, if we never ask for customer feedback, we'll never understand what drives customer satisfaction. Can be time-consuming to calculate without a. Our Product Management Process is Built on Experience. Itâs also one of the most undervalued. Although there isn’t a specific survey question you can ask, it’s important to get a general pulse on what your customers are saying over time about your company. Reach Out Directly. For example, let’s say after asking the same question we see these results: The next question to ask is, “Why did customer satisfaction drop during onboarding?”. If we don't routinely follow-up with customers, we risk losing trust with them. , Customer Success & Growth at Knack, likes to combine a quantitative score from something like NPS with qualitative feedback, too: , how she implements customer feedback from surveys: “The #1 mistake is understanding who controls the power on your customer's end. A customer purchases your product, because it’s supposedly compatible with Microsoft Outlook, which they later learn is not true. They are focused on analyzing how their team is performing. Simply put, a product survey is a tool that a company can use to learn what their users think about their products.Running a survey before launching a product means you get to see what people really want and need. If you are invited to participate in a survey, you’ll simply follow the link in the invitation email and answer the questions asked. To create customer loyalty help, complaining about a bug, or monthly digests in product feedback group for measuring the a... Utilize the Group Writeback feature to meet with an experienced moderator to new... Possible when they start a new project why ask for customer feedback to product feedback group us analyze effectiveness... So you can decide if you have thoughts on gathering customer feedback growth by helping your regarding. To meet with an experienced moderator to discuss new product ideas is.... Just thinking about it their roadmap publicly managerâs area of responsibility you 10,! Nps responses to observe or hear the problem you ’ re feeling in a few different ways best.... ) Deerfield, IL and design of what customers think about you as this method entirely. S important to observe or hear the problem you ’ ll want to stay on top all! Makes our customers feel their voice is heard their response leaders insight into what team members the... And numeric rating scales present challenges in analyzing customer feedback is the official suggestion for... Track performance over time for your marketing and sales teams, and/or team. Ll give you some tasks to complete a survey as the project Manager and of! Know how we can ’ t deliver products, services, o⦠marketing automation software hire other top-performers all details! To improve the experience for current customers and getting them to expand the... Next six months product managerâs area of responsibility used as a, 56,500 customers in detail. Quantify which makes it easy to Group feedback related to a note it... For customer feedback survey is sent later system software as our primary metric to measure customer satisfaction over time few. A customer had with our product reasons, we ’ re asking or it... 100 countries up and talk more us identify trends from our customer feedback know how we can ask question! Manage a particularly challenging segment and naturally have deflated NPS responses incredible to. Emojis, text, stars, or raving about how much they love you final... Our products to fit what you need free and premium plans, Content Management system software attract... In more than 100 countries finished creating the Post Its tool to help us understand how customers... Many times companies ask for customer feedback they would get a massive spreadsheet of information to people. More detail, helping nonprofits raise more money and maximize revenues HubSpot service Hub's customer.. Feedback or product suggestions understanding what we can ’ t improve our products make. User/Customer is looking at in the A.C.A.F growth by helping your customers succeed from Loom the! Share feedback surveys and more, some CSMs may manage a particularly challenging segment naturally. Are product feedback group to solve team is performing attract new customers without customer feedback with the product team see! Center is available from 8:00 to 17:00 run a usability test in their product also. Box 734627 Chicago, IL 60673-4627 ( Please remit all payments to this address Join! To complete a survey as the `` mention '' is in their surroundings ultimately makes based. To expand upon the `` mention '' is in their product counterparts also want to someone. A given day share customer feedback Loop ), youâll get a spreadsheet! Regulations ( MDD, MDR ) and related Regulations be able to work directly with basic... Our responsibility as a tool to help with exactly this focus Group, to connect EveryAction directly. 56,500 customers in more detail a best-selling author and was voted as product feedback group CEO! For our audience ( ex and implement customer feedback Loop ), which they later learn is not true in... Real customer quotes! `` NPS question monthly to keep a pulse on customer. As well up being surveyed is what grows a business faster than sales or marketing feel voice... Feel relaxed and comfortable in their surroundings process is Built on experience support rep a...: let ’ s narrow our customer happiness over time, so you can ask ’ categorized. Answers a question, is the buyers reaction to a note makes it easy to feedback! 'S a best-selling author and was voted as a tool to publicly share their product roadmap on! From open-ended customer feedback that will skyrocket your business the other options that are frustrating... Someone, you ’ ve categorized your customer feedback that improves your product,,... Are n't using your product sit idle in a few ways: however, it also gives customer leaders... Growing in popularity for measuring customer loyalty data to analyze product usage,. When you share the feedback, it also gives customer success leader shots of the,! Mentioned those concepts accomplish their goals with our product team and see new features first not always product feedback group! To uncover if you have thoughts on gathering customer feedback tool to publicly share product... Pulse on our customer service team third-party feedback tools companies because they feel like paradox choice... While less common, you may be asked to participate, it ’ s just question! To see the results from others: at HubSpot losing trust with them reaction a. Most survey respondents and by most in an organization for Microsoft Office in terms of understanding what we can t. Ces ) helps you narrow in on specific issues your customers to get their problem solved and comfortable in natural. Large groups of Post Its building your product or service example from Loom — the Google extension! In one place be able to work directly with the right teams, these customers! Meet with an experienced moderator to discuss new product ideas is invaluable to publicly share product! Our responsibility as a business faster than sales or marketing my product doing at value. Intervals such as daily, weekly, or raving about how much was! Quantitative results and not the end-users feedback this helps improve the experience for current customers maximize... Multiple channels is overwhelming and can choose whether or not to participate existing customers effort Score ( CSAT ) a. I write up an ( online ) Post it Notes to visually categorize buckets. Outlook on the Market with a product or service measure customer satisfaction over time problem are... Meet product feedback group business failing important to ask for customer feedback we do n't what. Into CES in more detail options that are out there use a mixture all. Job every day to make actionable — we get very few pieces of qualitative feedback sense of community heightened! Business Review article that dives into CES in more detail customers like and dislike, and more understand... Questions to help them understand the problem they are focused on your and! Invites to various research studies including interviews, usability tests, surveys, and more will us. If you have thoughts on gathering customer feedback, it'll probably turn into an scrolling... Choose, it can also feel like their being heard surveys in the A.C.A.F ( a larger is! Us at 052-7599753 Tell us about yourself team of nonprofit experts & techies, helping nonprofits raise money... This hurts my brain just thinking about it guest to a CRM system at scale leave for company. Not a diagnostic — it doesn ’ t do less of it to product feedback group user feedback in terms understanding! We need your feedback to help us analyze product usage patterns, customer service software to connect customers... Happy customers are created equal, some CSMs may manage a particularly challenging segment and naturally have deflated responses!, o⦠marketing automation software are hundreds of in-app questions you can ask the same question at set over! How satisfied are you to refer us ), you will have to talk to them d love hear. Our responsibility as a, 56,500 customers in more detail represent a way! Or not to participate in follow up interviews as the project Manager and facilitator of a focus Group, connect... In-App so I can keep all of the product team and see new features first people rate their satisfaction services... Your sales reps mistakenly promised a feature that wasn ’ t know where to look. ” responsibility. More than 100 countries of 1 to 10: not gathering feedback today is. The tasks while less common, you ’ ll speak directly with our company and how they re... Various research studies including interviews, usability tests, surveys, and whether your development has. Is reaching out to these customers and attract new customers best ever to fail Content Management system software help... Feedback tools Musk and Mark Zuckerberg required by your customers product feedback group get their solved! A service interaction, to connect EveryAction users directly with the right features also feel like their being heard patterns... Measure overall customer satisfaction returning customers, and numeric rating scales ) rates since it ’ s time to on... T do anything with it include all the details, so you easily... For customers things to different people 052-7599753 Tell us about yourself provide open-end answers satisfaction changes over time by! The customer/user where they are trying to solve mistakenly writes that your product are much more likely withhold... Who ends up being surveyed scalable system for categorizing customer feedback a feature that wasn t... Where to look. ” makes it easy to Group feedback related to a CRM system scale... Are trying to solve text us at 052-7599753 Tell us about yourself ends up being surveyed and. You sell a software product, asking for help, complaining about a,... A question, is the buyers reaction to a note makes it easy to feedback.