We’re making changes to your customer feedback experience and need your help

[John Funk]

Product Managers at our company will do in person focus groups with customers - many times randomly in the mall or a food court. Other times they send out surveys with name options - do you like A better than B? Do you B better than C? things like that. That can be sent do hundreds or thousands of people at one time and result quickly gathered and analyzed. People "vote" in the survey, but they never see the results. But our product teams make decisions based on those. 

We do not have a voting mechanism available to users/public. Therefore, they cannot see that 1,000 other people want that same thing. The problem is what Atlassian has done with JAC - Come vote! Come Vote! But then we'll ignore your vote. Because the reality is that enough people vote for it, then it will happen!! That's the mindset of the users. But's not reality. 

So just a few more recent examples that I have seen. This came in today: 

https://community.atlassian.com/t5/Jira-Software-questions/Progress-on-CLOUD7184/qaq-p/1417023?utm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_question&utm_content=topic

It's a user actually asking for Atlassian to comment on a JAC ticket, but doing it through Community because no one in Atlassian is bothering to comment on the ticket. 

Second example that I ran into today is this one: 

https://jira.atlassian.com/browse/JRACLOUD-2997

That's a ticket created in 2004. It has more than 600 votes. It was moved into In Progress on April 15, 2019. 14 months ago!! And since it has been moved to In Progress, there has not been a single comment from someone from Atlassian. That's simply unacceptable!

To me, that's what needs to be solved. 

[Tanya L Christensen]

^^ ditto

[Caroline Maillols [Mah-yols]]

Thank you for sharing your thoughts and ideas with us – especially @John Funk @Susan Hauth _Jira Queen_ @Nic Brough -Adaptavist- @Russell Zera @Tanya L Christensen @Mirek @Jack

We really value the time and consideration you dedicated to sharing your own experiences, while also thinking of representing the broader community of Atlassian users.

Now, what’s next?

Our team, who focuses on the customer feedback experience, will use the detail of your responses in an Affinity Mapping research process to group the themes and relationships that are starting to emerge from the data.

At the end of this process, we'll share the insights generated with the relevant teams within Atlassian and collaborate with these teams to define how to tackle this challenging topic.

So, are you done here?

Nope 🙂. We’ll update this post on July 31 to share our next steps, and how you can collaborate on this in the future.

Stay tuned!

[Caroline Maillols [Mah-yols]]

Hi @John Funk @Susan Hauth _Jira Queen_ @Nic Brough _Adaptavist_ @Russell Zera @Tanya_Christensen @Mirek @Jack, 

Thank you for your patience. We have been working through the responses, synthesising them and using the insights to gain internal support for change.

We are pleased to tell you that we have now formed a core team of decision-makers internally that will address issues you told us about. We have kicked off a series of sessions to look at each specific problem and propose ways we can address them.

We’ll update you again once our sessions are over and we have agreed on ways forward.

This series of sessions will continue to need your input as we begin trialling changes. If you are keen to be closely involved and provide your perspective as we make critical decisions, please sign up here: https://surveys.atlassian.com/jfe/form/SV_9ZbGKSQqEgfqFtr

Change is happening!

Thank you so much for helping us improve!

[newtonmarkc]

No sarcasm, but this may have something to do with it. Perfect connection - and then this, all day, though it may have been months.

That in turn was the result of our installation of Slack not managing to connect to page or workspace in confluence with the use of :star: or:thumbsup:

And that was due to there being no component (that I could find) to send information from slack to confluence in slack

But then that was due to there being no confluence page component that I could use to interact with or that could connect via any cloud.

So I may just have had an unlucky experience...

[Caroline Maillols [Mah-yols]]

Thanks for sharing @newtonmarkc . Not sure what happened but I have shared your post internally.

[Iago Docando]

I couldn't agree more. I won't complain about not being able to vote on what features are added... If you're clear about it.

The "Gathering Interest" status makes no sense. I've just search for this post after having added a comment to a request currently in that status.

https://jira.atlassian.com/browse/JRASERVER-68153

If your users are the ones voting, what could be a better indicator of interest than the number of votes? (per unit of time at least). I've made a quick table with the tasks in that status no older than 3 years old and the "interest" of the userbase in that particular request feels (to me) beyond any reasonable doubt.

As I've said: if votes are not taken into account just tell it upfront and it shouldn't be a problem. Define "interest" so people know what to expect.

[Caroline Maillols [Mah-yols]]

Hi All, 

I hope you are all keeping well in these crazy times. 

I just wanted to give you an update on this topic as there is a lot going on at Atlassian in order to improve your feedback experience! We are working on making it easier and meaningful for you to share your feedback with us and we are creating better ways to provide you with visibility and answers about your Atlassian products.

This month, we have launched the first Quaterly Update which is a direct response from our Product Managers to your feedback. This one is focused on Jira Software Next Gen projects. Check it out and let us know what you think in the comments :) 

We are also working on improving your experience of providing feedback, including on JAC (jira.atlassian.com) and we would love to get your input on our concepts. We are organising individual sessions of about 40 mins with us. If you are interested, please sign-up here.

The sessions will be run from Sydney Australia. 

 Looking forward to it!

[Alex Langer]

First of all thanks for having the interest in the customer feedback program to make it more effective.

There are many issues arises related to product and services of the company so this issue should be addressed from your side to provide the best service in the market.

I really appreciate that your focusing on customer feedback by taking a look at the community posts and take a stab at some of the issue mentioned there.

kohls listens feedback