Vent: I spent 3 months ignoring my customer feedback spreadsheet until a client quoted my own survey back at me
I run a small web design shop out of Austin, maybe 10 clients at a time. I set up one of those automated feedback forms after every project (you know, the 1-10 rating type). Got like 40 responses sitting in a spreadsheet for months. I figured I knew what people wanted already. Last Tuesday I'm on a call with a restaurant owner I built a site for, and she says "well your own survey said 60% of your clients want faster load times, but you never fixed mine." I checked the sheet later and she was right. Had data right in front of me the whole time. Who else has ignored their own metrics until a customer rubbed their nose in it?