Our approach to product feedback
At Covetrus, we take product feedback extremely seriously.
We believe that listening to our customers, team members and prospects - by taking their ideas on board and bringing their voice into the projects we choose to invest in - is a sure-fire way to build a better product.
We use your feedback to identify the most important features, ideas, pain points, and opportunities so that you can get more value from our product as efficiently as possible.
How to give us your product feedback
Submitting your feedback couldn't be simpler. Click the 'Feature Request' button on the right side of your eVetPractice screen, and you will be prompted to enter all information related to your request. You can even see what other eVetPractice customers have requested and give a '+1' to their request.
What happens to your product feedback
All new requests are set to the "Awaiting Feedback" status so that more people can vote, prioritize and give us information. This allows us to gauge demand, gather use cases and automatically establish impact and value.
Every two weeks, our Product Team holds a product feedback meeting. They discuss the highest priorities for our customers, team members and prospects and look at how the requests align with our own product and company strategy.
As the team goes through, they will update the status of each request in Pendo so that you immediately know the outcome.
If we decide to build a feature or make an improvement, the status will change to "Planned" or "Building". This means that we intend to solve the problem or implement the idea, though we may not have an exact date at this time. We also may reach out to you for more information around your request.
Our product feedback portal always has the most up-to-date information about our products and what we are building next. We always try to provide an explanation as to the nature of the status update.
How long will it be before the product team reviews my idea?
Items will be reviewed by the product team on a bi-weekly basis; we take the top requests and update the status where appropriate. Make sure your ideas are clear and concise so others can vote on it & prioritize. Also be sure to prioritize your own requests too - that way, we will know if a particular request is important to you.
When should I use the 'support live chat' feature versus the 'Feature Request' feature?
You should continue to use the live chat feature for all eVetPractice related issues and questions. We have a stellar support team that is eager to help.
If you previously used the live chat feature to suggest new features or ideas, you should now use the eVetPractice Feature Request feature for those. By sending new ideas and enhancement requests through eVetPractice Feature Request, you have direct access to the product team and can check on the status of your request.
My request hasn't been reviewed yet and I submitted it 6+ months ago. What can I do?
If we haven't reviewed your item yet and it is a high priority for you:
- Make sure it's at the top of your priority list
- Make sure your request is clear. Why do you need this? What is it stopping you from doing? What is the impact of that? Please add these details in a comment on your idea.
Thank you for your feedback, understanding, and support as we work together to build the best products possible!