Introducing User Feedback in SAP for Me: Empowering Customer Admins to Improve User Experience
The Customer Usage Dashboard in SAP for Me is an essential tool that helps organizations monitor their usage and adoption of SAP products, as mentioned in a previous blog post. With our latest launch, we've added a new AI feature to display end-user feedback. This gives the customer admins visibility into user challenges that can be resolved on the customer side to close the feedback loop. Currently piloted with SAP S/4HANA Cloud Public Edition, this feature helps IT admins proactively address user concerns for a smoother adoption and better user experience.
How it works
We collect user feedback in SAP S/4HANA Cloud Public Edition via in-product surveys. You can read more about the data collection process here or in this blog post. There are two types of feedback given by the users in the free text field of in-product surveys: 1) feedback that SAP can take action on (i.e. feature related), and 2) user concerns that can be addressed on the customer side (i.e. implementation and onboarding related). By leveraging AI, we trained the system to filter and present relevant feedback, allowing customers to take proactive actions to improve their employees onboarding experience.
By integrating feedback insights into SAP for Me, we are enabling customer admins to:
- Gain visibility into real user challenges that can be addressed on their side
- Resolve issues faster, reducing user frustration and support tickets
- Improve onboarding processes, ensuring users can efficiently adopt the product at no additional cost
- Close the feedback loop, motivating both users and customer admins to engage more actively
Where to find the feature
On the usage tab, the “Product Experience” section is on the bottom of the page. You can read textual feedback summaries to understand user challenges. You can also export the feedback summary into excel by clicking “Export to Excel” button.
Possible scenarios & how to interpret them
Scenario 1: “Product Experience” section is available with feedback summary
What it means: Users are actively providing textual feedback and there are at least 7 actionable user feedback comments available. The feedback summary is generated and displayed.
How to improve: Look for common patterns in the feedback and take action to address them.
Scenario 2: The “Nothing here, sorry!” message display
What it means: When there are less than 7 actionable user feedback comments available, the data is not enough to generate a feedback summary. A low number of comments may also suggest fewer issues.
How to improve: Encourage end-users to provide feedback by promoting feedback features within onboarding communications.
Scenario 3: “Product Experience” section is hidden
What it means: Your company, country, or region currently do not allow users to provide feedback in the system.
How to improve: Contact SAP support for region-specific availability. Meanwhile, continue gathering user experience insights through internal feedback mechanisms.
Final thoughts & next steps
The introduction of User Feedback in SAP for Me marks a significant step forward in bridging the gap between user experience insights and customer administrators’ ability to take action. By providing a closed-loop feedback system, this feature ensures that customer admins can proactively improve user adoption, enhance onboarding experiences, and ultimately drive better business outcomes.
Start exploring User Feedback in SAP for Me today. For more details, please reach out to your SAP account contact to have a discussion. We also recommend raising awareness about the feedback functionality among end users to encourage participation and gather more valuable insights.
Related Blogs
SAP Customer Usage Dashboard:
User Feedback:
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