I've personally never experienced this or think any reasonable customer would expect action on their feedback (somewhat dependent on what that feedback is). A good middle ground is to respond to every customer review to let them you know that you've heard and appreciate their feedback (and then deciding internally if it's worth acting on). With that I think you'll be ahead of most companies who solicit reviews.
I do think this is human nature. People don't think about WHERE they're giving the feedback (user interviews, support tickets/emails, CS conversations, reviews, etc.) What I do is I share everything we get internally. I copy all of the reviews into a Google Doc so we have all that raw data, and I also compile top pieces of feedback for both product and education (some things can be solved with better training, some are product/feature ideas and feedback). When I reply to comments, I just let them know I passed along their comments to our product team. I can't guarantee anything (can any of us? 🤪 ). I also pass along insights to CSMs so they're aware of anything their customer has shared. It's a good amount of work, but it makes sure we're covered. I have yet to hear a customer say, "I gave feedback through a G2 review and no one ever built it in the product."
I second what Shannon Howard said, and it is a lot of work. I'm trying to get our PMM team more involved to respond to direct product feedback, but they're overloaded. I just make sure to share the direct feedback with those internal teams that need to see it and respond to the customer with an action if I can. A response is better than a non response and shows the customer you're engaged with their reviews. And prospects reading those reviews!
I agree with all of the above!! Amanda Schulte one thing we do here is have all reviews feed into a Slack channel that the PMs have access to so if we get something product specific I tag them in that Slack message and they're able to go in and respond. They've found it super helpful and now we're at the point where they usually respond before I even get a chance to tag them. (Full transparency I work at G2 so it's an easy sell to the product team, but might make things easier!)
Katlin Hess That's genius
So you can see what it looks like -- the "read more" takes you directly to the review so it makes it super easy for them to reply too:
Katlin Hess that's a great hack, thanks for sharing!
