At Careview, we take all feedback seriously. Our process involves capturing the details you've submitted in our feedback system, where it’s reviewed on a weekly basis. We then assess it in the context of all other feedback we’ve received and prioritize it according to a set of established business rules.

To help you better understand how we handle and act on feedback, we follow a structured approach to ensure we address the most impactful issues and improvements first. After all, who better to influence our improvements than the end users themselves? We truly appreciate the valuable insights you and others provide to help us make Careview even better.

Here are business rules we consider when reviewing feedback:

1. Frequency of Feedback

• Rule: Prioritize features or issues that have been raised multiple times by different customers.
• Rationale: The more frequently a particular piece of feedback is received, the more likely it is to represent a broader need or concern among users.

2. Impact on Compliance

• Rule: Give priority to feedback that supports compliance with important standards, such as NDIS (National Disability Insurance Scheme) regulations.
• Rationale: Features or changes that help the system adhere to regulatory requirements should be prioritized to reduce risk and ensure legal compliance.

3. Impact on Auditing and Reporting

• Rule: Prioritize features that facilitate better auditing, tracking, or reporting.
• Rationale: Changes that enhance the ability to audit or generate reports, especially for compliance or regulatory purposes, are critical for maintaining operational transparency and accountability.

4. Customer Satisfaction and Retention

• Rule: Features that directly affect user satisfaction or experience should be given higher priority.
• Rationale: Enhancing the user experience, resolving pain points, or addressing recurring issues can lead to improved customer satisfaction.

5. Urgency and Severity

• Rule: Prioritize feedback that addresses urgent issues or severe bugs, such as system errors, data loss, or accessibility barriers.
• Rationale: Critical issues that disrupt functionality or user access should be addressed promptly to minimize negative impact.

6. Strategic Alignment

• Rule: Feedback that aligns with the company's long-term strategic goals or current business objectives should be prioritized.
• Rationale: Focusing on features that support broader organizational goals (e.g., growth, new market entry, improving customer service) ensures that development efforts are aligned with the company’s vision.

7. Cost vs. Benefit

• Rule: Prioritize features based on their return on investment (ROI), balancing development cost with the potential benefit to users.
• Rationale: Some features may require significant resources to implement but may provide considerable benefits, while others may have lower costs and still satisfy a significant number of users.

8. Business-Impacting Features

• Rule: Prioritize features or fixes that have a direct impact on key customer operations, such as revenue generation, customer acquisition, or operational efficiency.
• Rationale: Features that directly support the bottom line or improve the customers core functions should be prioritized for implementation.

9. Ease of Implementation

• Rule: Features that are relatively easy to implement (low complexity) but have a significant impact on user experience may be prioritized for quicker release.
• Rationale: Quick win so we can introduce ongoing improvement without the need for a large development effort.