KjerrHow to collect customer
feedback, and act on it.
Feedback is easy to collect and hard to answer. This guide is the order of operations Kjerr is built around: one place to post, no second account, duplicates merged, a status on everything, and an email when it ships.
How to collect customer feedback, in seven steps
- 1. One public place. Create a public feedback board at yourname.kjerr.io. Put its link in your product's navigation, your help menu and your support signature. Retire the shared inbox label.
- 2. No second account. Turn on SSO so users arrive signed in with their name, company and plan. A board with a sign-up wall collects feedback from the loudest 2%.
- 3. Bring what you have. Import a Canny CSV export or an AnnounceKit changelog, or have teammates post the requests sitting in support tickets on behalf of the customers who sent them.
- 4. Let votes do the counting. Duplicate suggestions while typing keep demand on one idea. Merge the ones that slip through; votes de-duplicate and the old link redirects.
- 5. Answer everything. To manage feature requests is to answer them: every idea gets a status or a reply. Reports counts how many are still awaiting a response, and by how many days.
- 6. Tell them when it ships. Change the status to Shipped and the author and every voter get an email. Publish an announcement for the wider audience.
- 7. Read the numbers. Feedback by source, time to ship, top submitters, and which companies on which plans are asking. Every chart links to the exact ideas behind it. What to do with them is in the guide to analyzing customer feedback.
Four ways to gather customer feedback in Kjerr
Questions, answered plainly.
How do I collect customer feedback for a SaaS product?
Give users one public place to post and vote, link to it from inside the product with single sign-on so they never create a second account, let your team post on behalf of customers who wrote in by email, import what you already have, and email everyone who asked when a request changes status. Kjerr does each of these steps. For how other products approach them, see feedback tools compared.
How do I get more feedback?
Lower the cost of giving it: no account wall for reading, one confirmation for the first post, duplicate suggestions so a vote is often enough, and visible follow-up. People post more on a board where earlier requests got an answer. A short form helps too; start from the feature request form template.
How do I collect feedback from users who never visit the board?
Post on their behalf. A Kjerr team member with the Idea Submitter role or above can add an idea and a vote for a customer who asked by email or in a call, and that customer is then notified like any other voter.
How do I know which customers asked for what?
Pass company, plan and MRR in the SSO token or through the Identify API. Users & Companies then lists who asked, filtered by plan or company, and Reports shows top submitters and feedback by source.
How do you respond to customer feedback?
Answer every request with a status or a reply, in public, on the idea itself. In Kjerr a reply or a status change emails the author and every voter, so one answer reaches everyone who asked. That is what closing the customer feedback loop means.
Should I email customers when I ship their request?
Yes. It is the cheapest retention message a product team can send and the one most feedback tools leave to you. Kjerr sends it automatically to the author and every voter when a status changes or an admin replies, under your workspace name, with one-click unsubscribe.
Give your users an answer.
Kjerr is free during early access, with every feature included and no credit card. When paid plans arrive they will be priced per workspace, never per admin seat and never per tracked user, so the number of people who post, vote or comment never changes the bill.