How we continuously improve Windows 

If you have ever been curious about how we improve Windows based on the feedback we receive, Per Farny who leads the Customer Listening & Improvement Program (CLIP) can tell you all about it.

Hi, my name is Per Farny and I work on the Windows team. Thanks for using Windows!

In the midst of rolling out the Windows 10 Creators Update to you, I would like to share with you some behind-the-scenes information about how we listen for your feedback, and how we address your feedback as quickly as possible so you can get back to enjoying your favorite features in Windows.

“CLIP”

We do this with our Customer Listening & Improvement Program, or “CLIP” for short. It has a straightforward mission of providing you a more productive and enjoyable experience with Windows!

CLIP uses a process that focuses on detecting issues as early as possible, resolving issues for you quickly, and learning what we need to do to improve overall product quality on an ongoing basis.

Learn more about how CLIP turns feedback into Windows improvements

CLIP meeting and members

CLIP members smiling into the camera

CLIP is run within the Windows Quality team. On average, about 30 people participate in our meetings where we review your feedback and review plans and progress to address your feedback. We usually have a full room of attendees, including our vice-president of Windows Quality, all of our Quality Directors across the division (these are the folks who are accountable for making sure we release a great product to you), and representatives from our listening systems including Feedback Hub, Windows Insiders, Customer support, Answers forum, social media and our data science team that helps us interpret all the data we see.

When we are not in the middle of releasing a major update, we meet weekly. We meet more often as we’re getting ready to release a major update, and while we’re rolling it out. We want to make sure we hear about issues as early as possible and do the right thing to correct them quickly to make sure our customers have the best experience possible with using Windows.

Topics discussed at the CLIP meeting

Topics we review and discuss come from any of our listening systems. We review what our support team is hearing from you first (from calls, chats or our Microsoft Answers forums), along with what our communications teams is hearing. Next, we review what our partners are hearing such as Dell, HP, Intel and more. Finally, we look at any new feedback that you have submitted into the Feedback Hub app over the previous 24-72 hours, and periodically review our top areas of feedback.

Our meetings generally cover three areas:

Listening: We bring together all the feedback that you provide us every day whether that be from the Feedback Hub app, the Windows Insiders Program, customer support, telemetry, information from our partners, our Microsoft Answers forums, social media, and more. We also have team members talk specifically about their areas . These speakers highlight what they see in their data, and present plans on how they are improving their process, tools, and communications for our next major update.

Improving:

  1. Looking at all this information together, we’re able to detect patterns and pinpoint issues. Once we’ve done so, we assign owners that will work across our teams and make sure we release the right update as quickly as possible.
  2. A critical step in this process is to lessen the impact of the issue while we work on the resolution. That could mean us blocking certain devices from getting our latest update because we know they would encounter an issue, or posting guidance on how to work around the issue if you run into it.
  3. There’s one more important part to our improvement process: as we find out what went wrong, we ask ourselves, "What can we do better to make sure we don't have a similar issue in the future?" This is where we identify breakdowns in process, tools and more and commit to plans to fix these, too.

Validating: Once we have an update, we validate. We do this by testing internally first, then confirming our results with our Insiders, before releasing an update. Throughout this process, we look at all our listening systems again to make sure the update did what we intended it to. Once we’ve confirmed it has, we discuss one more time in our meeting to make sure we all agree, and we close the issue.

CLIP process

In  summary, the CLIP process outlines how we listen, improve, and validate updates to make sure you have a great experience with Windows. This process never stops, because we never stop improving Windows!

CLIP process outline

From what we can see, this process is helping our mission. We have learned that issues discussed in CLIP get resolved more quickly than issues that don’t and that as we release more updates to you, fewer issues are being reported across all our listening systems.

In closing, know that we also apply a similar process to CLIP itself. We always look at how we can improve the program so that we can make Windows better for you!

Thanks for using Windows! 

We are listening!