VIP Product Feedback Policy

Overview #

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Our approach to feedback and suggestions #

At WordPress VIP we aim to build our business sustainably through passionate and loyal customers, and a key way we do this is listening to product feedback from you, our customers.

We believe that feedback and requests from our clients, team members and prospects – taking your ideas on board and bringing your voice into the projects we invest in – will help us bring the power of WordPress to Enterprise organisations like yours.

We use your feedback to identify the most important features, ideas, pain points, and opportunities so that you can get more value from Enterprise WordPress, from VIP, from our Platform, and from our services, all as efficiently as possible.

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How to give us your feedback #

Submitting your feedback is simple.

If you already have an account on our Feedback portal, you can log in there to add new requests and add your priorities for your and others requests.

If you don’t yet have an account on our Feedback portal, simply open a ticket with our Support team or your Relationship Manager, and they’ll be happy to add your request and set up an account for you in our portal.

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What happens to your feedback #

All new requests are set to the “Awaiting Feedback” status so that more people can vote, prioritize and tell us how they would use or benefit from the request. This allows us to gauge demand, gather use cases, and establish impact and value.

Every few months each of our teams holds a product feedback meeting. We discuss the highest priorities for our clients, team members and prospects and look at how the requests align with our own product and company strategy.

As the teams go through, they will update the status of each request in Pendo so that you know the outcome.

If we decide to build a feature or make an improvement, the status will change to “Planned” or “Building”. It will be added to our product roadmap.

Our product feedback portal always has the most up-to-date information about our products and what we are building next. We will always provide an explanation as to the nature of the status update.

If you reach out directly to our Support team or to your Relationship Manager, they’ll be able to look up ideas for you, but they won’t have any additional information or be able to provide an estimate for when your request will be reviewed.

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FAQs #

How long will it be before the team reviews my idea? #

Items will be reviewed by our team on a monthly basis; we take the top requests and update the status where appropriate. Roadmapping meetings occur quarterly. Make sure your ideas are clear and concise so others can vote on it & prioritize. Also be sure to prioritize your own requests too – that way, we will know if a particular request is important to you.

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My request hasn’t been reviewed yet and I submitted it 6+ months ago. What can I do? #

If we haven’t reviewed your item yet and it is a high priority for you:

  • Make sure it’s at the top of your priority list
  • Make sure your request is clear. Why do you need this? What is it stopping you from doing? What is the impact of that? Please add these details in a comment on your idea.

Thank you for your feedback, understanding, and support as we work together to build the best WordPress VIP that we can!

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No matter where you are in the planning process, we’re happy to help, and we’re actual humans here on the other side of the form. 👋 We’re here to discuss your challenges and plans, evaluate your existing resources or a potential partner, or even make some initial recommendations. And, of course, we’re here to help any time you’re in the market for some robust WordPress awesomeness.

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