You Asked. We Acted: How Red Hat collects and utilizes feedback from Red Hat Summit

This year’s Red Hat Summit took place in Boston, Massachusetts and was an opportunity for Red Hat customers and partners to learn, collaborate and gather together to shape the future of enterprise technology. 

Not only did event attendees improve their knowledge through hands-on labs and one-on-one discussions with Red Hat subject matter experts, they also had a chance to provide feedback about their experience with Red Hat products. Through journey-mapping activities in the Experience Zone section of the Summit Expo Hall, to in-person roundtable interviews at our Executive Briefing Center (EBC), customers and partners had a number of opportunities to make sure their voice was heard. 

In this article, we dive into how we listened to customers and partners throughout the duration of the event, as well as give you a preview of how we are planning to tackle the action items that emerged from these discussions.

Having your voice heard at Red Hat Summit

Throughout the two-day event, attendees engaged with Red Hat feedback teams through interviews, research studies, surveys, interactive activities and product-specific peer reviews. Some of the topics discussed included customers and partners’ digital experience with Red Hat web properties, their product experience with Red Hat Enterprise Linux (RHEL), Red Hat Ansible Automation Platform, and Red Hat OpenShift, as well as their overall experience as they onboard, adopt and grow with Red Hat.

One new feedback area we piloted this year was live product-specific journey mapping. Journey mapping allows users to visualize their actions, thoughts and emotions related to their experience, helping Red Hat better understand and identify areas of opportunity from the customer or partner standpoint. This was an interactive activity that allowed attendees to pinpoint what’s working well, what can be improved and how they feel overall about various Red Hat products. Attendees were even able to assign a meme to describe their overall sentiment. The results were then aggregated with other user’s reviews, providing a more of a holistic view into how Summit attendees feel about their Red Hat experience throughout the entire lifecycle.

What’s next?

We plan to use the feedback we gathered to drive meaningful enhancements that will help improve customers' and partners' experience with Red Hat.

Our customer and partner experience team is hard at work synthesizing all of the information  we gathered and we'll be sharing it with our product and account teams to inform and drive product and service improvements. Stay tuned! We'll be sharing more about these action items in the coming weeks. For a sneak peak at some of what we heard at Summit, check out our digitized scribe image below. 

Red Hat Summit may only occur once a year, but it is critical that our customers' and partners’ voices are heard throughout the year. This feedback helps Red Hat continually improve and deliver the best value to our customers and partners. For more on how we gather and act on your feedback throughout the year, check out our You Asked. We Acted. page on the Red Hat customer portal.