Why you should not treat all user feedback equally
This is a lesson from trying to help more create an account, use an app, and eventually pay. Many people signed up at first, but almost none of them did anything with the tool. Adding more guidance and explanation led some people to complain that there was too much to get through.
A closer look showed that many of those complaints came from people who had misunderstood the tool, opened a free account, and quickly left. Extra guidance felt like an obstacle to them, but their did not deserve the same as from the intended customers.
Key points
- Many created accounts, but almost none used the tool.
- More setup guidance caused some people to complain that the process felt too long.
- Many complainants had misunderstood what the tool was for.
- People who leave immediately should not outweigh intended customers.
- Check why someone signed up before acting on their .