Bridging the Data Gap: How to Balance Metrics, User Feedback, and Conversations.

So, we decided to sit down with Vincent Jong to reflect on the merger that created Dealfront . In this edition of Feedback Forward, we’re sharing some of the pivotal lessons from him and the team—like how losing sight of how users interact with your product—even temporarily—can completely derail your ability to deliver value.

Whether it’s a product launch, a merger, or a major redesign, keeping track of users’ experiences and balancing qualitative and quantitative data can be harder than it sounds. We all know what we should be doing, but let’s be real—sometimes, things slip through the cracks when there’s too much happening at once. After all, we’re human, right? (Well, for now... with a little help from AI.) 🦾

So, what happens when a key product metric drops, and you don’t know why? And why is it that all data isn’t necessarily good data? Let’s dive into it.

The importance of maintaining visibility on users 👀

When Dealfront lost some visibility into their users’ behaviors during the merger, they struggled to pinpoint why there was a sudden drop in the percentage of users who  were reaching their "aha moment." This drop sent the team into investigation mode to figure out what happened, the gap slowed the team’s ability to identify and resolve friction points in the user journey. They attempted to call users for qualitative feedback, but that approach didn’t yield the necessary insights. To resolve the issue, they had to roll back all changes one by one until the user engagement rate returned to its previous levels—an expensive and inefficient solution.

Watch the clip.

Key takeaway: In hindsight, it became clear that making too many changes at once created a lot of confusion and made it much harder to track what was actually causing the drop in user engagement. Plus, the team learned the hard way how even small tweaks to the UI can significantly impact the overall user experience. If they’d had better visibility from the start, they could’ve avoided the trial-and-error process and saved a lot of time and resources.

Balancing qualitative and quantitative data 📈

It’s easy to assume data tells the full story, but as Vincent noted, “Just because you have data doesn’t mean it’s good data.” Balancing customer conversations with analytics is essential for a full picture.

At Dealfront, the team learned that combining insights from customer success teams with product analytics helped them get to the root of issues. They prioritize getting back to the basics of speaking directly to customers and sharing it across teams so everyone is on the same page. This approach led to more targeted solutions that boosted retention.

Tip: Make sure your feedback channels—whether it’s interviews, surveys, or analytics tools—are all working together to give you clear insights. Tools like Usersnap can help centralize and streamline feedback, making it easier for teams to collaborate and act on what they learn.

The role of integration in driving adoption

Another challenge Vincent emphasized: making adoption easier by integrating seamlessly into users’ daily workflows. A product only becomes truly valuable when users can see its impact, but the challenge doesn’t end there. A single good experience isn’t enough to ensure retention. Creating a habit is what ultimately drives long-term value. It's not just about launching any new feature or making an update—it’s about delivering recurring value that users can depend on.

If you want users to stick around, think beyond their first "aha" moment. How do you make the product an integral part of their routine? How do you build a path where the user keeps coming back, knowing there’s consistent value for them? If you are using different channels to allow your customers to give feedback you will not miss understanding changes in their workflows and needs. A product that fits seamlessly into their workflow will naturally lead to more recurring use and, eventually, delivering retention rates for your product. 

Watch the full conversation.

Quick wins for data collection 🏆

For PMs with limited data, “Start small, but start now.” Even short-term data can provide valuable insights into how users are interacting with your product.

Actions you can take today:

1. Track key behaviors tied to user retention, like onboarding milestones.
2. Use quick-to-implement tools to gather data on what users are doing.
3. Set up feedback channels (surveys, in-app tools, etc.) to hear directly from users.

Ask yourself:

1. Are you capturing both qualitative and quantitative insights?
2. Do you know what’s preventing users from reaching their “aha moment”?
3. How often are you speaking with your customers?

Your answers to these questions could reveal opportunities to improve retention, user experience, and ultimately your product’s success.

Your feedback loop is more than a system—it’s your lifeline to your users. 

Until next month.