Infobase's Feedback Policy
We take customer feedback very seriously. We use your feedback to improve our current products and to help identify the most important problems, and opportunities to innovate so that we can deliver products and features that will provide the most value to you and your institution.
Why Would You Give Us Feedback?
It is critically important to us that our customers have a say in where we take our products and solutions. We learn more from you through feedback than you know, especially why something is important to you and your institution, and what are the most important problems affecting you. You're ultimately helping us understand what you need from us, to deliver value to your customers and to enhance the experience of all Infobase customers.
How Can You Send Us Feedback?
We make this very simple! From within the admin portal, you have two options:
- Click on the light bulb icon in header.
- Click on the floating Infobase logo in the bottom, right-hand corner and select "Admin Portal Ideas Forum."
Complete the "+ Add A New Idea" form, be as detailed as you can, and click Add Idea.
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Can You See Feedback From Other Customers?
Yes! You can vote on feedback from other customers and add your use cases in the comments. Commenting, prioritizing, and interacting with feedback requests helps us understand which requests are most important to you. You are only allowed to vote once per Idea.
What Happens To Your Feedback?
When your request is added to our Ideas Portal, it becomes part of our request library which is used by our product team to develop our roadmap and research new features and enhancements.
New submissions automatically land in the Needs Review status. This just means our product team hasn't reviewed the request yet, but trust us, we will!
After our team has reviewed your request, there are several possible outcomes.
- Most new requests will be set to Future Consideration to give other customers time to vote and prioritize. When we have gathered more data, or completed our research, your request will moved to Planned or one of additional statuses (Already Exists, Will not Implement).
- Planned means that the work is already planned or will be planned for delivery in the near future. It's likely we'll reach out to you for early feedback or questions if you submitted or voted on the request. Due to the shear number of requests, we cannot guarantee a turnaround time for completing any requests within a certain timeframe.
- Already Exists could mean a few things.
- We already offer the suggested feature or idea in a particular product, or there is a way to achieve the outcome you are looking for. In this case, we'll let you know how.
- We already have this request covered under another planned request. In this case, we will most likely merge your request with another one.
- Will not implement means that a particular request does not align with the direction of our product.
We review top requests and those that align with our current strategy at least every two weeks. When we review requests we determine if our team can pick up requests for investigation or if they align with an upcoming project. We won't necessarily get to review every pending request, every two weeks.
When the status changes, you'll be notified via email so that you can easily keep up with the progress of your requests.
If your request has been changed to Planned, the next step is for us to build it! Look for additional email updates from us when our engineers have kicked off the project and started building. Once the feature or request is live, we'll update the status of your request to Shipped! When you see this notification, that means you'll be able to use the new feature of functionality inside our products.
What Happens If Your Feedback Is Stuck?
If we haven't reviewed your request yet and it is a high priority for you, there are a couple of things you can do.
- Make sure your request is clear. More details are really beneficial here. Feel free to add additional comments, screenshots and attachments.
- Make sure you at least answer these questions.
- Why do you need this?
- What are you trying to do that you can't do currently?
- What is the impact of that?