At some point in your growth, it will become impossible to know all your customers and more importantly, decide on which ones to focus on at a time. Your feature requests are coming from different types of users, however, not all of them have the same value for your business and you definitely can't say yes to all of them. So, to make sure you are working on the right features, for the right reasons, and for the right customers, you will have to segment your feedback based on important customer groups or personas.

What is a segment?

A segment is a group of users defined by a set of rules. Users are automatically added to a segment every time the user profile updates to match those rules.

User segmentation helps you discover the real needs of your most valuable customers so you can better serve them and attract even more of them. The segments that you create should be specific to your product and business goals. Here are a few common user groups you could segment your feedback on:

  • Paid vs. free users: This is a no brainer! Paid users are more advanced and committed to your business, therefore, their feedback should have more weight when planning your roadmap. On the other hand, feedback coming from free users might help you find holes in your application that prevent them from converting.
  • New vs. long-term customers: New customers are more likely to churn compared to long-term customers so businesses need to pay more attention to them. Are there any features that you are currently missing that could play a role in new customers churning?
  • Trialing users: Are there any roadblocks in your features that are preventing users from having a successful trial and converting? You want to respond to trialing users first as they have the highest risk of churning.
  • VIP customers/Enterprise: Because they are your highest paying users and they play a big role in your long term growth, you'll want to pay closer attention to their feedback.

Our segmentation feature lets you filter important feedback from noise and see which product requests and feedback matter most to which customers and prioritize accordingly, rather than by volume alone.

In Acute you can define relevant group segments based on criteria like monthly revenue, signup date, number of sessions, etc

Then, you can slice and dice your feedback based on a particular segment to better understand and prioritize the needs of your most important customers.

Need an easy way to segment and manage your feedback?

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