From that point, researchers manually read every single comment to determine necessary tweaks and additions to Office.Ī major new feature birthed from customer feedback was an online broadcasting tool for users to share PowerPoint 2010 presentations by simply sending around a URL, according to P.J. To analyze the Send a Smile feedback, Microsoft built a database and programmed algorithms to classify and tag comments under certain categories, while filtering out biased feedback and useless drivel. Of the 2 million Send a Smile comments, 81,000 included the senders' e-mail addresses so the engineers working to improve Office could follow up with them. For Office 2010 beta, Microsoft included a feature called "Send a Smile," a comment box for testers to submit feedback and suggestions for improvement. But staying in the lead with productivity software isn't easy, and to retain the loyalty of millions, Microsoft goes to great lengths to determine what customers want.
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