What are the challenges and risks of ignoring or misinterpreting release feedback?

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Release feedback metrics and KPIs are essential for measuring the impact and quality of your software releases. They help you identify and address issues, improve user satisfaction, and align your release strategy with your business goals. In this article, we will discuss what are the challenges and risks of ignoring or misinterpreting release feedback, and how to avoid them.

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1 What is release feedback?

Release feedback is the data and information that you collect from various sources after deploying a software release. It can include user feedback, bug reports, performance metrics, feature usage, customer satisfaction, revenue, retention, and more. Release feedback helps you evaluate the success of your release, identify areas for improvement, and plan your next steps.

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Nav Sidhu

Senior Consultant at QUT (Queensland University of Technology)
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You can always get immediate feedback post go live. One way to achieve this is by reporting on any incidents (release related) mainly for the visibility of upper/senior management teams. This ensures that the development team do really have "their finger on the pulse". Funnily enough, it also addresses communication that may not exist between development teams and upper/senior management.

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Jude Fernandes

Release Manager @Openbet
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The key performance metric to capture would be , how many release related incidents were generated or bugs were reported by the users post deployment to live. One of the criteria of a Successful Release would be, no major incidents (P1 or P2) being encountered.

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2 Why is release feedback important?

Release feedback is important because it allows you to understand how your software release affects your users and your business. It helps you answer questions such as: Did the release meet the expectations and needs of your users? Did it solve the problems or add the value that you intended? Did it introduce any new issues or bugs? Did it affect your key performance indicators (KPIs) positively or negatively? How can you improve your release process and quality in the future?

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Adnan Alam

Product Management | Business Process Mapping and Optimization | Corporate Actions
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Based on my experience once a release is deployed in production and the end users, be it internal users or external users, experience and feedback is the holy grail for declaring success or failure. As they work on the features deployed and if their experience is not enhanced then those feedbacks should be incorporated in the future releases.

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3 What are the challenges and risks of ignoring or misinterpreting release feedback?

Ignoring or misinterpreting release feedback can have serious repercussions on your software quality, user experience, and business performance. For instance, you may miss or delay the detection and resolution of critical issues or bugs that affect your software functionality, security, or reliability. Additionally, you may lose user trust, satisfaction, and loyalty due to poor software quality, usability, or performance. Moreover, you can waste time and resources on developing and releasing features or changes that are not valuable or relevant to your users or business goals. Similarly, you may miss out on opportunities to optimize your software performance, functionality, or design based on user feedback and behavior. Lastly, you could fall behind your competitors and lose market share due to lack of innovation, differentiation, or customer satisfaction.

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Jude Fernandes

Release Manager @Openbet
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The key critetia would be to get an early Release Feedback at the Sprint Review or before releasing the changes to Live via E2e or User Acceptance Testing, though not necessarily you might catch all issues then.. Dont think any feedback given by users or stakeholders would be ignored though and its probably a myth.

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4 How to avoid ignoring or misinterpreting release feedback?

To ensure that release feedback is not ignored or misinterpreted, you need to have a clear and consistent process for collecting, analyzing, and acting on it. Before launching a software release, define your goals and success criteria, and identify the key metrics and KPIs you want to track. Utilize a variety of sources and methods to collect release feedback such as surveys, reviews, ratings, analytics, support tickets, social media, forums, etc. Use a centralized tool or platform to store and organize the data with filters, tags, categories, and dashboards for easy access. Analyze the data using quantitative and qualitative methods to look for patterns, trends, outliers, correlations, and causations. Compare actual results with expected outcomes and benchmarks before sharing the findings with your team and stakeholders. Finally, take action based on the insights you’ve gathered. Prioritize and implement changes while testing and validating the impact before releasing them to users.

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Adnan Alam

Product Management | Business Process Mapping and Optimization | Corporate Actions
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In my experience baselining of expectations should be clearly defined as agreed amongst all the stakeholders. The release if it's not meeting the baseline should be reworked instead of rushing for Production.

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5 How to improve your release feedback process?

Improving your release feedback process is an ongoing and iterative task that requires you to constantly look for ways to optimize and refine it. To do this, solicit and encourage user feedback before, during, and after a software release. Make sure to segment and target your users based on their characteristics, behavior, preferences, and needs, customizing your feedback questions and methods accordingly. Additionally, use a feedback loop to close the gap between collecting and acting on release feedback. Acknowledge, thank, and update your users on the status of their feedback. Experiment with different feedback methods, tools, and formats to measure their effectiveness, efficiency, and usability. Finally, review and evaluate your release feedback process regularly in order to identify what works well and what needs improvement. Implement the changes and monitor the results in order to learn from your mistakes and successes.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the challenges and risks of ignoring or misinterpreting release feedback?

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1 What is release feedback?

2 Why is release feedback important?

3 What are the challenges and risks of ignoring or misinterpreting release feedback?

4 How to avoid ignoring or misinterpreting release feedback?

5 How to improve your release feedback process?

6 Here’s what else to consider

Release Management

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