Product Feedback Policy

How the Kajabi Product team collects and acts on your feedback

In this article:


Customer feedback and co-creation is huge part of our product culture. We believe the key to your success lies in us understanding who you are and which new ideas will empower you to continue to build more success in your business.

We use your feedback to discover the ideas, pain points, and opportunities that will impact your business the most, and which will make all of our customers more successful in the long run.

The Benefits of Giving us Feedback

If you take the time to submit your product feedback to us, it means you have influence in how we develop Kajabi over time.

It means that your ideas, your enthusiasm, and even your frustrations are valued here. No more feeling unheard, or that your feedback is thrown into a deep void of nothingness 😂.

Ultimately, it helps us do the best work we can to give you the best possible product!

How to Give Feedback

We want to make sure that giving feedback is easy and fun! All you need to do is log in to your Kajabi dashboard, click to the Help button bottom-left and select Feedback.

This will take you to a personalized dashboard where you can submit new requests, browse other customer requests and prioritize the feedback that’s most important to you! You can even see what we’ve released and what we have coming up.

User dashboard Receptive

What happens to my Feedback?

After you submit your feedback, the Product team regularly dives in and sets every new request to “Awaiting Feedback” so that more people can vote, prioritize and share more information about the idea. This allows us to gauge demand, gather use cases, and automatically establish impact and value using our reporting tools.

Every quarter, the Product team sits down for a feedback meeting. We discuss the highest priorities for our customers, team members, and prospects and how each request aligns with our overall product strategy.

If we decide to build a request the status will change to “Planned” or “Building”. It will be added to our “What’s coming” tab in the requests dashboard. If you’ve submitted or voted on a request, you will receive a notification email whenever the status is changed. We will always try and provide and explanation for why the status updated.

If you reach out directly to our support or customer success teams, they'll be able to look up the ideas for you, but they won't have any additional information or provide an estimate for when your item will be reviewed.

Customer Interviews

We don’t just stop at the request level though. We strongly believe that in order to make a great product, we have to have a deep understanding of who you are, and how you understand and interact with Kajabi. Which is why we book regular one-on-one interviews between our customers and members of the product team.

We value conversation over curt criticism because we’ve experience so many great discoveries by sitting down and asking “why?”.

If you’ve submitted or voted on a particular request, we may reach out to book an interview to get more context about the situation. If we reach out to you, we encourage you to take us up on the offer! It ends up being a whole lot of fun, and brings us all a little closer together. 😊

FAQs

How long will it be before the product team reviews my idea?

The product team reviews feedback on a monthly basis. We take the top requests and update the status where appropriate. Roadmapping meetings occur quarterly.

Make sure your ideas are clear and considering so that others can vote on it. Also be sure to prioritize your own requests too - that way, we will know if a particular request is more important that others.

My request hasn’t been built in 6+ months. What can I do?

We try to update the status of top requests, so we can communicate whether or not it makes sense to build it. If your request hasn’t gotten traction, it may be due to it not being in demand or it not being described clearly. Be sure to update the title and description of the request so that it is as clear as possible. Why do you need this? What is it stopping you from doing? What is the impact of that?

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