Creating industry-leading products in application security goes beyond developing a powerful platform that delivers results without any noise—it also involves focusing on customer experiences that help build lasting relationships and add more value to our tools. Research from Salesforce proves the importance of customer experience: 73% of consumers expect vendors to understand their unique needs and 88% view their experience with a vendor as important as the products or services they use.
One key aspect of customer experience is ensuring that vendors listen to feedback and act on it. Without ongoing feedback informing decisions to improve solutions, product teams are left without crucial insights that could enhance customer experiences in application security.
What is customer feedback and why is it important?
It may seem obvious that gathering feedback from customers about their experiences with a product is vital to developing solutions that provide real value. Product feedback from customers who regularly use your tools is crucial for meeting their needs and prioritizing their requests. But what exactly constitutes customer feedback?
Feedback can come in various forms, from feature requests to bug reports and overall user experience reviews. Engaging with customers about their application security strategies, challenges they face, and collaborating to overcome obstacles is key. Properly identifying, understanding, and acting on all feedback allows organizations to continually improve their tools and products, taking a customer-centric approach.
How Invicti collects and utilizes customer feedback
Listening to customers is a top priority at Invicti. We gather feedback on how customers use our tools, the problems they solve, how Invicti aligns with their strategies, issues, bugs, and user experience. We conduct interviews, surveys, and provide multiple channels for submitting feedback. Transforming feedback into tangible changes enhances security for all.
“The product is high-value, but so is the organization. My interactions with Invicti have been incredibly positive. They treat every organization with the same level of respect and care…”
– Michael Thompson, Information Security Manager, Zen Internet
Invicti ensures that every customer’s feedback is heard and processed efficiently, allowing us to prioritize and address common requests promptly. By incorporating customer feedback into our product development, we help customers achieve their security goals faster and more effectively.
The lasting benefits of feedback
Continuous refinement of how feedback is collected has already improved processes and efficiency at Invicti. Benefits for customers include enhanced user experience, faster issue resolution, informed business decisions, improved customer support, and insights for areas of improvement.
By incorporating feedback, our products become more accurate and scalable, ultimately increasing ROI for customers and enhancing their security posture in the long run. A closed customer feedback loop in cybersecurity leads to better security solutions for everyone.
