Know When to Accept Feedback and When to Not

I know developers and designers know what I’m talking about when I mention the client who calls or emails (marked urgent) every time they hear a not so glowing review of their site or application. It doesn’t seem to matter what the complaint is; the site loaded slowly, a form didn’t work or the user couldn’t find what they are looking for… SOMETHING MUST BE WRONG, WE NEED TO CHANGE THE SITE IMMEDIATELY.

Don’t get me wrong, I get that there is real science to developing a site or app that drives conversions and that when something doesn’t work it needs to be fixed immediately. However I’m not talking about when something has been tested, studied and concluded to be in need of improvement. I’m talking about jumping to the conclusion that something must be universally wrong based on the feedback of single user. Everyone is different and not everyone will have the same experience on your site. There will always be someone who doesn’t ‘get it’, or feels the site isn’t performing to their expectations. And of course these people will feel the need to share their experience with you, the site owner.

Take feedback with grain of salt, study the reported issue and ask others for their opinion before assuming that changes are needed to your site or application. Jumping every time someone reports an issue, is a costly and very frustrating proposition.