LotWize Help Center — Feedback Tracking & Analysis Guide
_Last updated: May 2026_
LotWize Help Center — Feedback Tracking & Analysis Guide
Last updated: May 2026
This guide covers collecting, organizing, and acting on user feedback in LotWize.
Feedback Channels
We collect feedback from multiple sources:
| Source | How It Works | Auto-Imported? |
|---|---|---|
| In-App Feedback | "Was this helpful?" buttons and comment boxes | Yes |
| NPS Survey | Quarterly "How likely are you to recommend?" email | Yes |
| Support Tickets | Categorized as "Feature Request" or "Feedback" | Yes |
| support@sanafai.com | Yes | |
| Social Media | Twitter/X mentions, LinkedIn comments | Manual |
| User Interviews | Scheduled calls with power users | Manual |
| Churn Survey | "Why are you leaving?" exit form | Yes |
Feedback Dashboard
Overview
Go to Admin → Feedback to see:
- Total feedback items (last 30 days)
- Sentiment breakdown (positive / neutral / negative)
- Top categories (what users talk about most)
- NPS score trend
- Feature request backlog
- Bugs reported
Feedback Table
| Column | Description |
|---|---|
| Source | Where feedback came from |
| User | Who gave it (anonymous allowed) |
| Category | Auto-categorized topic |
| Sentiment | 😊 Positive / 😐 Neutral / 😞 Negative |
| Content | Feedback text |
| Priority | Auto-scored importance |
| Status | New / Reviewed / Planned / In Progress / Done / Declined |
| Votes | Other users who said "me too" |
Categorization
Auto-Categories
Feedback is automatically sorted into:
| Category | Examples |
|---|---|
| Feature Request | "I wish we could export to Excel" |
| Bug Report | "The payment button doesn't work" |
| Usability | "I can't find where to book the pool" |
| Performance | "The page loads slowly" |
| Pricing | "Too expensive for our small community" |
| Onboarding | "Hard to set up the first time" |
| Support | "Took 2 days to get a reply" |
| Integration | "Need to connect to QuickBooks" |
| Mobile | "Can't use on my phone easily" |
| AI | "The chat bot gave wrong info" |
Sentiment Analysis
AI automatically detects sentiment:
- Positive: Praise, success stories, satisfaction
- Neutral: Questions, suggestions, factual reports
- Negative: Complaints, frustration, confusion
Accuracy: ~85% auto-categorized correctly. Agents review and correct daily.
Feature Request Workflow
Stages
Submitted → Reviewed → Prioritized → Planned → In Progress → Released → Announced
Status Definitions
| Status | Meaning | Timeline |
|---|---|---|
| New | Just received | Review within 1 week |
| Reviewed | Product team has seen it | — |
| Planned | On the roadmap | Target: next 2-3 months |
| In Progress | Engineering is building it | Check for updates |
| Done | Shipped in latest release | — |
| Declined | Won't build (explained why) | — |
Prioritization Framework
We score feature requests using RICE:
| Factor | Score | How We Calculate |
|---|---|---|
| Reach | 1-10 | How many users would benefit |
| Impact | 1-10 | How much it helps (revenue, retention, efficiency) |
| Confidence | 1-10 | How sure we are about reach and impact |
| Effort | 1-10 | Development time (inverse — lower is better) |
RICE Score = (Reach × Impact × Confidence) ÷ Effort
Top-scoring requests get planned first.
NPS (Net Promoter Score)
What Is NPS?
We ask: "On a scale of 0-10, how likely are you to recommend LotWize to another HOA?"
- Promoters (9-10): Love us, will refer others
- Passives (7-8): Satisfied but not enthusiastic
- Detractors (0-6): Unhappy, may leave or complain
NPS = % Promoters − % Detractors
NPS Benchmarks
| Score | Meaning |
|---|---|
| 70+ | World-class (like Apple, Tesla) |
| 50-69 | Excellent |
| 30-49 | Good |
| 0-29 | Needs improvement |
| Below 0 | Serious problems |
Our target: 50+ (we're transparent about this!)
NPS by Segment
Break down NPS by:
- Plan tier
- User role (homeowner vs board vs PMC)
- Community size
- Time since signup
This tells us exactly who loves us and who needs attention.
Acting on Feedback
Weekly Review Process
Every Monday, the product team reviews:
- New feedback from the past week
- Trending topics (sudden spike in mentions)
- Top-voted feature requests
- NPS comments (especially Detractors)
Customer Feedback Report
Published monthly at lotwize.com/changelog:
- What we heard
- What we're building
- What we shipped
- What we decided not to build (and why)
Format:
📥 What You Told Us
- 47 requests for Excel export (now planned for Q3)
- 12 reports of slow load times (fixed in v2.4)
🚧 In Progress
- Mobile app beta (request access)
- QuickBooks integration
✅ Shipped
- Dark mode (92% positive feedback!)
- Bulk payment reminders
❌ Not Planned
- Fax integration — usage too low, sorry!
Feedback Integrations
Product Tools
- Canny — Public feature request board
- UserVoice — Enterprise feedback portal
- Typeform — Custom survey builder
Analytics
- Amplitude — Behavioral feedback (what users actually do)
- Hotjar — Heatmaps and session recordings
- FullStory — Replay user sessions
Next Steps
Have feedback about this feedback system? Meta! Email support@sanafai.com.
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