FINDING 01·Startup founders, product teams·1 source
Lack of targeted, contextual feedback tied to specific features or screens
Users note that most feedback tools only capture generic, untargeted input. There is no easy way to tie a piece of feedback to a specific feature, page, or user action — and no built-in screenshot capability for end users to annotate issues in context.
Source
“All I've found so far doesn't emphasize on the need of targeting what feedback relates to what. General feedback is often required. Comments, screenshots (here another problem! there is not such tool -afaik- for providing issues screenshots to a startup, instead, the end user has to do it manually and send it, in case she/he decides to report it), but it's such a mess to define concretely what the feedback is about.”
FINDING 02·Founders, product managers, early-stage SaaS teams·2 sources
Desire for a more engaging, community-style feedback format over static surveys
Users have long expressed that traditional survey and forum-style tools feel stale. There is appetite for more interactive, Reddit- or StackExchange-like experiences that encourage organic discussion and voting rather than one-way data collection.
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“I'm thinking something between a forum and a bug tracker, with UX like StackExchange.”
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“Wanted to know what people thought of a Reddit like website as an alternative. Would love general feedback on the problem, but I built this in like 2-3wks using a Reddit clone if you like the initial idea.”
FINDING 03·Founders, indie developers, and product managers·2 sources
Low response rates on email surveys and traditional feedback methods
Founders and PMs report that email-based feedback requests yield very poor response rates (as low as 2–3%), and surveys are seen as an outdated, ineffective format. This frustration was noted in 2020 and echoed again in 2024, suggesting it remains unresolved.
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“Getting feedback from customers is crucial but it seems really difficult to get people to answer a survey or get on a call. I mainly use email to ask for feedback and the response rates are terrible, 2-3%.”
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“In my last venture, I thought emails and surveys were such an outdated format for me to get feedback from my customers. Wanted to know what people thought of a Reddit like website as an alternative.”
FINDING 04·Growing SaaS teams, PMs, and 'voice of the customer' roles·3 sources
Fragmented feedback across too many channels with no unified view
As SaaS teams grow, customer feedback arrives through Slack, surveys, sales calls, support emails, social media, app stores, and more. Users struggle to consolidate all these signals into a single, prioritized source of truth. This pain appears consistently from 2019 through 2024, making it a persistent and live problem.
Source
“We get customer feedback through a ton of channels: Slack conversations, Our community, Surveys, Sales conversations, Hubspot notes, Zoom recorded calls, Customer success 1:1s, Product research calls. Different people are coming with different answers to different questions and we realize this won't scale.”
Source
“We have numerous sources where our users give feedback and review about our app: Social media (IG, Twitter, LinkedIn, YouTube - DMs, comments, tags), Reviews & Feedback (App Store, Play Store, Google Reviews, in-app feedback), Customer support & sales (chats, calls, emails). Even with a collectively low signal-to-noise ratio, these can provide insights into pain points & new ideas. Wanted to know how you guys use all these channels to identify opportunities and pain points. Do you use any tools to consolidate, process & summarise data?”
Source
“As a PM, I need to figure out our product roadmap and right now I'm using a spreadsheet where I pull feedback from all these disparate channels. Was wondering if anyone had success with tools out there?”
FINDING 05·Scaling SaaS teams, customer success and product leaders·1 source
No scalable system to prioritize and create an 'answer of record' from feedback
Teams that have grown beyond a single room find that feedback is siloed by individual contributors and there is no authoritative, searchable record of what customers have said or what the agreed answer is. FAQs and ad-hoc solutions fail to scale.
Source
“We've tried to create FAQs but nobody looks at them or submits questions. Many of you must have solved for this problem. Is there a tech-enabled solution to collect all the data and prioritize/have an 'answer of record'? Is it a culture/management thing? Both?”
FINDING 06·Early-stage founders, bootstrapped SaaS builders, side-project developers·3 sources
Existing tools are too expensive or lack affordable options for startups
Startups and indie founders consistently seek free or freemium alternatives to established tools like Canny and UserVoice, which are perceived as too costly for early-stage or bootstrapped products. This concern spans from 2011 to 2026, indicating a persistent pricing gap.
Source
“What are the tools that you guys are using for Customer feedback other than canny. Suggest any cheap tool to get customer feedback or End user feedback..!”
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“I built a website survey tool. It works like kissinsights without the huge pricing and annoying pop-up.”
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“I'm thinking something between a forum and a bug tracker, with UX like StackExchange. I'm talking from the startup perspective; also preferably free or freemium, and SaaS.”