Ever filled out a customer survey? For this conversation, Jason Fried and David Heinemeier Hansson, co-founders of 37signals, share their approach to gathering customer feedback. They discuss the timing and frequency of feedback requests, the power of open-ended questions, and how to transform customer language into effective marketing.

Key Takeaways:

• 00:37 - A single open-ended question can reveal a wealth of valuable insights
• 05:51 - Listen for the language customers use in their feedback for possible marketing opportunities
• 08:42 - Form questions and answer fields that allow customers to use their own words to express what they think
• 14:18 - Focus on organic feedback rather than quantitative metrics

Links and Resources:

Customer feedback on basecamp.com

Books by 37signals

Sign up for a 30-day free trial at Basecamp.com

HEY World | HEY

The REWORK podcast

The Rework Podcast on YouTube

The 37signals Dev Blog

37signals on YouTube

@37signals on X