Customer Feedback vs User Feedback: What's the Difference?
Are "customer feedback" and "user feedback" the same thing? Not quite. Here's when the distinction matters.
Customer feedback
Feedback from people who pay (or will pay) for your product. They have skin in the game—their opinion influences churn, expansion, and referrals. Often collected via NPS, support, sales, and feedback boards.
User feedback
Feedback from anyone using your product—paying or not. Includes free users, trial users, and power users. Broader signal, but payers usually matter more for revenue.
When each matters
For product decisions, both matter. Customers tell you what keeps them paying; users tell you what could convert. For prioritizing, weight customer feedback higher—they fund your roadmap.
How to collect both
Use a single feedback hub (e.g., FeedbackHub) where both can submit and vote. Tag by source (customer vs user) if needed. One place for ideas, one roadmap for transparency.