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Customer feedback is one of the most valuable inputs we have. It tells us what’s working, what’s confusing, and what people wish existed. We actively seek it out.

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How we gather feedback

  • Support conversations: every support interaction is a chance to learn something. We read between the lines and note recurring themes.
  • In-product feedback: making it easy for users to share thoughts without leaving Edzo.
  • Teacher conversations: talking to teachers directly about their experience, their classroom needs, and what would make their day easier.
  • Usage data: understanding how features are used (and which ones aren’t) to guide priorities.

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What we do with feedback

Feedback only matters if it goes somewhere. We:
  • Log recurring themes and requests
  • Share insights across the team regularly
  • Use feedback to inform product decisions
  • Close the loop with customers when their feedback leads to changes

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Asking good questions

When seeking feedback, we ask questions that lead to useful answers:
  • “What were you trying to do?” (rather than “Do you like this feature?”)
  • “What was confusing?” (rather than “Was it easy to use?”)
  • “What would you change?” (rather than “Is there anything else?”)
Open-ended questions reveal more than yes/no surveys.

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Saying thank you

When someone takes the time to share feedback, we acknowledge it genuinely. A quick, personal response goes a long way. People who feel heard are more likely to share again.