Last year we set out on a journey to understand more about our customers, what they think of us and what they want from our products. We wanted the good, the bad and the ugly – and that’s what we got. And we loved every minute of it.
In fact, you might have been part of it all. If you completed a survey or left us a review, you were. We thought you might like to know how you helped us out.
Our Insight Program
At the start of last year we made regularly undertaking user research a priority, across both our consumer and business user bases. We had some big ideas in the pipeline so before acting upon them, wanted to make sure your opinions were in line with ours.
We carried out a number of surveys and conducted a series of customer interviews about CCleaner Free, CCleaner Professional, CCleaner Cloud and CCleaner Network across Europe, Asia-Pacific and the Americas. This mammoth exercise resulted in us speaking to over 10% of our business clients!
The information gathered helped us to understand why our products matter to you. You reported a high level of trust in CCleaner (‘it does what it says on the tin’) and you told us CCleaner’s interface is easy to use and friendly. However, we found out many users use CCleaner just for cleaning. This made us think about how we can tweak CCleaner’s interface to make its other important features more prominent. That’s just one example of how your how your insight helped us refine our product development plans for this year.
If you’d like to provide us with some feedback, keep an eye out for future interview invitations and surveys in your inbox. If you’re not signed up to receive our newsletters you can do so here. Plus, you can always email feedback to us at firstname.lastname@example.org.
Our Online Reviews
Last October, to make it easier for you to review us, we decided to put the Trustpilot widget on our site. Our thinking was, the larger the number of customer reviews we have, the more representative our overall rating is likely to be. A few months later, we are extremely pleased with our 9.2 satisfaction rating, which supports our insight program findings!
Our Beta Group
For those of you not from the tech world, ‘beta’ is the name of the second phase of software testing. In this phase, a sample of the intended audience tries the software and feeds back to the developer. A CCleaner for Android beta group has existed for a long time, which we have consistently used to distribute first releases and gain feedback. It’s our last final check before CCleaner for Android goes on Google Play.
But we’ve got more in the pipeline for beta testing. We’ll soon be launching a new group for business customers to discuss CCleaner Cloud. We’re looking for customers who are able to give us a little time here and there to review designs, preview release builds and talk to us about developments. If you could help us out, please complete this short survey.
Lastly, as we mentioned in our last post, our support team plays a large part large in the development and maintenance of our products. Any suggestions for future product features are fed back to our product team who decide whether to add the development work to the product’s roadmap (which details the future features of a product and when we'll work on them).
We hope this gives you a bit of insight into how we gather and action your feedback. Keep an eye out and you could see your suggestions inputted into a Piriform product soon!
If you have any comments please tweet us. We're @Piriform.