WordPress VIP aims to build business sustainably through passionate and loyal customers. Listening to product feedback from customers is a key way to achieve that.
Feedback is used to identify the most important features, ideas, pain points, and opportunities that can help customers get more value from Enterprise WordPress, from VIP, the VIP Platform, and VIP’s services, all as efficiently as possible.
How to submit feedback
A user must have an existing account on VIP’s Feedback Portal in order to submit feedback.
- VIP customers with access to the VIP Dashboard can create a new user account by selecting “Help Center” in the left hand menu of the VIP Dashboard, then selecting “Provide Feedback” and following the prompts.
- If the VIP Dashboard is not accessible by a VIP customer, the creation of a new Feedback Portal account can be requested from the VIP Support team or an assigned Relationship Manager.
Once an account is created, new feedback and requests can be submitted on an ongoing basis. Feedback and requests should be written as clearly and concisely as possible. Explanations should be provided for why the feature is needed and what impact the feature could have if developed.
The feedback process
All new requests are set to the “Awaiting Feedback” status to allow for additional people to vote, prioritize and explain how they would use or benefit from the request. This allows for gauging demand, gathering use cases, and establishing impact and value.
The priority level of a request can be raised by the requester or others with access to the Feedback Portal. Priority levels of a request provide an indicator of importance and value of a request to our customers
Feedback and requests are reviewed by VIP on a monthly basis. The review criteria includes the highest priorities for customers, team members and prospects and to look at how the requests align with VIP’s product and company strategy.
After a request is reviewed, the status of the request is updated in the Feedback Portal to report the outcome.
A request status will update to “Planned” or “Building” if VIP decides to build the requested feature or make an improvement. The requested item will then be added to the VIP product roadmap, and discussed at the quarterly roadmapping meeting.
VIP’s product Feedback Portal always has the most up-to-date information about VIP products, what will be built next, and explanations for each status update.
Members of VIP’s Support team and Relationship Managers do not have the ability to provide an estimate for when a request will be reviewed. However, if needed they can assist with locating feature and product requests in the Feedback Portal.