How the Built Intelligence Product team collects and acts on your feedback
Customer and Contributor feedback and our collaborative approach to building tools for construction professionals is a huge part of what makes us tick. We believe the key to your success lies in us understanding construction people better than anyone else so new ideas and feedback serve a dual purpose of helping us stay focussed and give you the tools you need to drive your personal and professional development.
We use your feedback to discover the ideas, pain points, and opportunities that will impact you the most, and which will make all of our user more successful in the long run.
The Benefits of Giving us Feedback
If you take the time to submit feedback to us, it means you have an influence on how we develop the Built Intelligence platform and content over time.
It means that your ideas, your enthusiasm, and even your frustrations are valued here. “Not being heard” is a common complaint in our industry, or that your feedback is lost into a black hole.
Ultimately, it helps us do the best work we can to give you the best possible product!
How to Give Feedback
We collect feedback a number of different ways such as market survey, feedback forms, 1:21 interview and meetups with customers and contributors and web analytics tools. We want to make sure that giving feedback is easy (but also effective)! All you need to do is log in to your Built Intelligence account, click to the support button bottom-right and leave your feedback. Alternatively you can email us at feedback team here.
This will this allow you to submit new requests! We collect these support and feedback requests in a dedicated portal and provide a published roadmap so you can even see what we’ve released and what we have coming up.
We provide pointers on getting effective feedback here.
What happens to my Feedback?
After you submit your feedback, the Customer Success Team reviews it, classifies it, add it to our backlog of requests. Once published on our public backlog this allows more people to vote, prioritize and share more information about the idea. This allows us to gauge demand, gather use cases, and automatically establish impact and value using our reporting tools.
Every quarter, the management team sits down for a feedback meeting. We discuss the highest priorities for our customers, contributors, team members, and prospects and how each request aligns with our overall product strategy.
If we decide to build a request the status will change to “Planned” or “Building”. It will be added to our “What’s coming” tab in the public roadmap. If you’ve submitted or voted on a request, you will receive a notification email whenever the status is changed. We will always try and provide an explanation for why the status updated.
If you reach out directly to our support or customer success teams, they'll be able to look up the ideas for you, but they won't have any additional information or provide an estimate for when your item will be reviewed.
Customer and Contributor Interviews
We don’t just stop at the feedback/support request received from end-users though. We believe that in order to make a great product, we have to have to dive deeper into the understanding of users needs, and how you use the product and the problem you are trying to solve. Which is why we book regular one-on-one interviews and meet-ups between our customers, contributors and members of the product team.
We value these conversations with superusers differently from end-users (although necessary more highly)! These conversations are also structured differently and are more fluid because we believe that many great discoveries come from asking “why?”.
If you’ve submitted or voted on a particular request, we may reach out to book an interview or meeting to get more context about your issues and ideas. If we reach out to you, we encourage you to take us up on the offer!
How long will it be before the product team reviews my idea?
The product team reviews support tickets (including feedback/suggestions) on an hourly basis and triage support requests separately to feedback. Feedback is typically added to our roadmap backlog within 48 hours but a thorough review of feedback is typically done on a monthly basis. We take the top requests and update the status where appropriate. Roadmapping meetings are planned on a quarterly basis, but product release is done on a monthly basis.
My request hasn’t been built in 6+ months. What can I do?
We try to update the status of top requests, so we can communicate whether or not it makes sense to build it. If your request hasn’t gotten traction, it may be due to it not being in demand or it not being described clearly. Be sure to update the title and description of the request so that it is as clear as possible. Why do you need this? What is it stopping you from doing? What is the impact of that?