Feedback has consistently shown that it helps all processes create better outcomes while also increasing productivity. Although production feedback analysis is a highly intriguing element of the testing process, it is one that is seldom mentioned or explored at length. Production feedback analysis will be discussed in detail in this chapter, its advantages and disadvantages, and the primary obstacles that the team will encounter when implementing production feedback analysis.

Importance of Production Feedback Analysis

It is critical to comprehend why we must concentrate our efforts on analysing the production feedback that has been gathered. A few reasons why it is essential to analyse feedback are as follows:

• Reduce the cost of rework, operational overheads associated with reporting, classification etc.
• Improves the speed of defect triaging and ticket resolution
• Identify the focus areas for testing and guides to define a robust test strategy
• Implement corrective & preventive actions
• Improve and increase the availability and quality of applications
• Manage the expectation of the end-user

These are the most significant advantages that may be realised if the team dedicates its efforts to analysing the production feedback analysis results. It aids in the correction of any faults and the fulfilment of all consumer needs.

How to Gather the Feedback

The challenge now is where to begin gathering the feedback data and how to go about it. Here are five simple sources from which data for feedback analysis might be gathered for your consideration:

1. Customer Support Tickets
   Customer Support Tickets represent the interaction that occurs between customers and the support staff anytime a customer submits a support ticket to discover a solution to an issue that they are experiencing. One can easily classify the tickets based on production capabilities, defect trend analysis, perform Root Cause Analysis of Defects and Identify the Best Developer to fix a ticket to perform production feedback analysis.
   
   
2. Social Media
   The internet and social media have ushered in a new era. Every company nowadays has an online presence, and these are the most important sources of information for gathering customer feedback data nowadays. Data can be collected and categorised about customers, like how they rate companies and what they enjoy, from all social media platforms, such as LinkedIn, Facebook, and Instagram.
   
   
3. App Store
   The app store is an application installed on smart devices that enables clients to download any app they like. To analyse the feedback, it is possible to gather information about the ratings that have been obtained via the app.
   
   
4. Performance Monitoring
   The app store is an application installed on smart devices that enables clients to download any app they like. To analyse the feedback, it is possible to gather information about the ratings that have been obtained via the app.
   
   
5. Website Analytics
   Collecting information on how the website is doing among the target audience is also beneficial in the process of obtaining information for analysis. Website reports may be used to undertake performance feedback analysis, allowing you to learn about your audience's engagement level, the performance testing of the pages, click-through rate, and other vital metrics.

Main Challenges that Usually Emerge during the Process

There are several problems that every team encounters while working on a project, and this is true for the team responsible for obtaining and analysing production feedback and the rest of the team. The following are some of the difficulties that often arise while working on production feedback:

• Need for Large Volumes of Data
  It goes without saying that thorough and vast amounts of data are required to undertake a better performance analysis. The greater the amount of data accessible, the more accurate the feedback analysis will be. Furthermore, gathering vast amounts of data is often a significant issue throughout this procedure.
  
  
• Ability to Aggregate Information from Multiple Sources

As mentioned earlier in the chapter, it was stated that data is acquired from various sources. The team members responsible for completing the feedback analysis must be capable of combining information from all of these sources to provide a complete picture.

• Issues with the Quality of Data used for Modelling
  Sometimes the information acquired for production feedback analysis is not the information that should be utilised for modelling purposes. It is another kind of stumbling block that must be overcome throughout the feedback process.
  
  
• Implementation will take time, be patient
  Being patient is essential for achieving the intended outcomes throughout the feedback analysis process since collecting and implementing information takes time.
  
  
• Be Open for Customisation
  After the findings of the production feedback analysis process have been received, it is necessary to put the results into action. As a consequence, it is essential for the software testing team to be flexible in order to accommodate customer requests for customisation.