How Notion is supercharging its product feedback loop

Notion stands as an iconic champion among PLG (Product-Led Growth) companies. As their user base skyrocketed, an avalanche of feedback poured in. Notion received tens of thousands of support tickets, public reviews, and social media posts month after month.

However, their current manual tagging system, with over 700 unique tags, struggled to keep up, presenting the product team with a host of formidable challenges:

• Lack of trust in the underlying manually tagged data
• Excessive time consumption in extracting valuable insights
• No way to visualize and segment feedback data across all sources

This case study uncovers how the product and customer experience team at Notion efficiently gathers user insights to represent the voice of the customer, and prioritizes users’ most important problems to close the feedback loop.