Embed Customer Feedback in the Engineering Process

This standard mandates embedding customer feedback in the engineering process to ensure customer insights directly inform product and engineering decisions.

1. Embed Customer Feedback in the Engineering Process:

Customer insights must directly inform product and engineering decisions. This approach ensures that development is driven by real customer needs.

• 1.1 Continuous Feedback Collection:
  • 1.1.1 Survey and Analytics Utilization:
    • Collect continuous feedback through surveys, interviews, and analytics.
    • Automate the collection of survey data.
  • 1.1.2 Collection Management:
    • Automate the tracking of interview data.
    • Implement collection tutorials.
• 1.2 Bi-Directional Communication:
  • 1.2.1 Engineering and Support Alignment:
    • Establish bi-directional communication between engineering and customer support teams.
    • Automate the sharing of communication logs.
  • 1.2.2 Communication Management:
    • Automate the tracking of communication frequency.
    • Implement communication feedback collection.
• 1.3 Backlog Prioritisation:
  • 1.3.1 Insight-Driven Prioritisation:
    • Use real-world customer insights to shape backlog prioritisation.
    • Automate the integration of customer insights into backlog.
  • 1.3.2 Prioritisation Management:
    • Automate the tracking of insight-driven backlog changes.
    • Implement prioritisation tutorials.

By embedding feedback, organisations can ensure development is customer-centric.

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