Agreed. In my experience Google is notoriously bad at customer service of all types, and attempts to share constructive feedback are ignored. So making it easier to provide feedback is worthless if you don't have a system to actually interpret and implement that feedback. I think it's simply a move to make the user feel like their suggestions are valued.
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Feedback != Complaining
The difference is subtle, but important.
Feedback: "I would use your product more if it did x."
Complaining: "Your product sucks because it doesn't do x."
In short: you're absolutely correct. Making it easier to complain doesn't help. Making it easier to give feedback does help.
No: what's necessary is listening, both to complaints and feedback. Having a massive data sink doesn't help.
Agreed. In my experience Google is notoriously bad at customer service of all types, and attempts to share constructive feedback are ignored. So making it easier to provide feedback is worthless if you don't have a system to actually interpret and implement that feedback. I think it's simply a move to make the user feel like their suggestions are valued.
Exactly my damn point. Reading is important too. snark