VIP product feedback

WordPress VIP aims to build business sustainably through passionate and loyal customers, a core tenet of the Automattic Creed. Listening to customer product feedback is a key way to achieve that aim.

Feedback is used to identify the most important features, ideas, pain points, and opportunities that can help customers get more value from enterprise WordPress, 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 to submit feedback.

• VIP customers with access to the VIP Dashboard can create a new user account by using the Help Center button in the upper-right corner of the VIP Dashboard. Then, select “Provide Feedback” and follow the prompts.
• If the VIP Dashboard is not accessible by a VIP customer, request a new Feedback Portal account 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 its potential impact.

The feedback process

All new requests are set to the “Awaiting Feedback” status to allow 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 indicate the importance and value of a request to our customers.

VIP reviews feedback and requests every month. The review criteria include the priority for customers, team members, and prospects, and the alignment with VIP’s product and company strategy.

After a request is reviewed, the request’s status is updated in the Feedback Portal.

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.