How We Do Feedback at Quizlet
We make it a point to read every feedback message our users send in. Every. Single. One. And we do this as a team: all Quizlet staff does feedback on a regular basis.
Managing User Feedback
To manage all the feedback, we've built a custom Feedback Center over the years that allows us to quickly read and respond to users.
At the top of the page is a color bar corresponds to the last 100 feedback messages.
For example, Sophia, our User Experience Manager, is the color pink and has responded to the most feedbacks from the last 100. Will, who is green, is second. Clicking on a color lets anyone on the team review the feedback.
And on the far right side we track how quickly we've responded: 6.4 hours on average for the last 100 feedbacks and 6.3 hours for the 100 before. Below that we track each feedback type: Bugs, Help, Other, Suggestion, Thanks, and App.
Weekly Team Emails
We also send around an automated weekly team email with updates us on overall Quizlet usage and stats on Feedback.
The segment below shows a relatively low feedback week from August, when most students are not in school yet. We received 544 feedbacks and almost half were related to the new Quizlet iPhone app!
When a staff member does a particularly awesome job on Feedback, you get special recognition.
An Ear to the Ground
Feedback is great for keeping track of what our users actually want and problems they're experiencing. Sometimes it's a small bug fix on our end but other times user feedback helps us choose the direction for big projects.
For years our users have been begging us for a Quizlet iPhone app so that they can seamlessly study on the go.
So we spent the summer working on an iPhone app now available on the App Store.
Until recently Quizlet accounts were only available to students over 13. When younger students couldn't sign up for Quizlet accounts, they let us know about it!
We're now happy to be able to say that we'll never have to turn away another student again. And it's because eager to learn students kept clamoring for us to open up.
We love hearing from users
Sometimes we receive Feedback messages that are so great, the whole team has to read them. Here's one recent example that we still like reading:
While we don't have a dedicated high-five person yet, we do have some open positions on our Jobs page.
Add your voice!
Tell us what you love about Quizlet and what we could do to make it even better.