In the first months of your release, you will undoubtedly receive several emails from users of your web site. Kudos, gripes, and bug reports are the most common. These may arrive in several different ways: emails, form data, snail mail, phone calls, feedback through your sales channels and business partners, and press coverage of your site.
Like the quality assurance measures that need to be taken in the development and distribution phases, it is just as critical to establish a method for dealing with user comments. These are extremely informative usability data.
There are several things you should do when dealing with customer feedback: develop a triage for tracking the level of severity, record the type of error, respond promptly (even if it is just responding to the user’s query to say you will be working on it later), and track the changes.
You should develop a triage of customer feedback similar to that used in your quality assurance process. If your site is large enough, and you are getting a significant amount of communication, you may want to develop a database to help oversee the communication process.
In addition to the level of severity, you should categorize the feedback into the type of problem that it reports, such as typo, content, bug, invoicing, billing/shipping, technical, or customer service.
Knowing the level of severity along with the areas where the problems occur allows you to form action items for each problem. Be sure to prioritize your responses to these incoming problems and establish a method for tracking changes and responding.
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