We are wanting to learn more about what features or services people are missing in Matomo so we can improve it further.

How we ask for feedback

Therefore, we want to ask for feedback in the app like this:

• Important to have the close button/icon visible clearly
• It should basically look exactly like on our cloud (the above initial screen has too much of a padding-top/bottom for example):

Questions to show

• The first question is selected randomly out of our pool of questions
• We will rotate between below questions. Meaning next time it shows again, we show a different question.
• Once all questions are shown, we start again with the first question.

Questions

• What are your biggest problems or pain points with Matomo and why?
• What is the one thing you’d like to see improved in Matomo and why?
• What is the feature you are missing the most in Matomo and why?
• What is your main goal for using Matomo?
• What is your main concern about Matomo?

When to show this

• When the message is supposed to show, we show it again on every subsequent page view until they either clicked on close, or clicked on the button in the bar
  • When someone closes it, we don’t show it for another 6 months.
  • When someone clicks the feedback button, we don’t show it for another 6 months.
    • (we could also change this to when user actually sent feedback in case they want to do it later)... or maybe if easy to do the popup could have a button "remind me later" and then we remind again in couple days -> let's maybe ignore it for now?
• We only show it on desktop, not on mobile/tablet because it might take too much space and close button might be hard to see/reach etc.
• We show it the first time 6 months after Matomo has been installed. This is important because we don't want to show it to all users at once to not get too much feedback at once, and because it means by then they have used Matomo for a while and know better what is possible and what is missing etc.
  • Basically, on each day we show it to the people where it was installed 6 months ago. If someone installed it 7 months ago, then we don't want to show it. Otherwise if we rolled out this feature, then we would suddenly get feedback from all Matomo installations. Basically, we want to do something like $daysSinceInstallation % 6 months == 0. Problems: We don't have an install date I think, and what if they log in 6 months+3 days but not exactly 6 months ago to the day? We'd need to have some flexibility in there. Like we want to show it also to people that haven't logged in the last 1 week. If users only use it every few weeks that's fine then they might not see the popup. Likely they have little usage and requirements anyway. Maybe the next best thing is to check the first site creation date? (although when someone imports historical data then this may be changed).
• For now we only show it to super users, we might later expand to regular users depending on the amount of feedback we get

Also:

• We won't show this when WhiteLabel is installed (I believe this plugin might disable Feedback plugin anyway)
• To be defined: Maybe we also don't show it when there is any premium feature installed already?

On button click to get actual feedback

We show our feedback popup

• The title of the popup is the same question we were showing in the UI initially
• When it opens, the cursor should be already in the text field
• We require at least 10 characters to be entered
• We show a privacy policy with text eg Your message and your email address will be sent to us by submitting this form. The information will be only used to improve our products and services. Your data will be processed by us, our hosting provider, and our support ticket provider. For more information have a look at Matomo's Privacy Policy. Link for privacy policy: https://matomo.org/privacy-policy/

Confirmation message

• People might expect a response and send support questions. The idea was to show a message that we might reply if we need more information, to lower expectations of a reply. Note: Maybe at some point could also show a message that if they submitted a support question, to ask it in our forum instead and if they reported a bug, to create a github issue. We could set up a dedicated page for this and say something like If your message was not feedback, please [read here] (to be improved).
• The feedback is sent to us by email similar to the other feedback
• The email includes the asked question, and the email of the user so we can follow up if needed

At a later stage we might ask a single select follow up question on the thank you confirmation message.