SML Service Storefront · Customer Feedback Program

Feedback status report

Every piece of customer and field-engineer feedback on the SML service storefront, traced from the in-app widget to a verified outcome. All 73 items were re-validated against the production system on July 15–16 — statuses below reflect observed behavior, not ticket bookkeeping.

Report date July 16, 2026 Scope 73 items (Jira label “SML”) Sources Userback → Jira SHOP Fix delivery MR !755 (18 fixes, merged July 16)

Where things stand

92% of all feedback is resolved or has a verified fix in flight. Six items remain open — all are data/content tasks routed to owners, none are unowned code bugs.

73
feedback items received & triaged
38
resolved — fix verified on production
28
delivered — awaiting reporter confirmation
18
fixes deployed to production July 16 (MR !755)
6
open — routed as data / content tasks

How feedback flows

The loop is automated end to end; people only enter for validation, fixing, and sign-off.

1 · Capture
In-app widget
Reporters annotate the exact screen in Userback while using the storefront.
2 · File
Auto-filed to Jira
A bot files each item as a SHOP ticket with severity, labels and reporter attached.
3 · Validate
Reproduce on prod
Each claim is reproduced against production — screenshots, API probes, price checks.
4 · Fix
Root cause, not symptom
Fixes land with tests; one reviewed merge request carries the batch.
5 · Confirm
Reporter signs off
The person who reported it confirms on the live system before we close.

The July 15 validation, before and after

The board had drifted from reality in both directions: 25+ “open” items were already fixed in production, while two “ready for testing” items were still broken. Every ticket now carries evidence of its true state.

Before validation (July 15)73 items
↓ 61 tickets updated with evidence comments & correct status — July 16
After validation (July 16)73 items
Done — verified Ready for testing — reporter confirmation MR !755 — merged + deployed July 16 To do — data / content Rejected

Who gave feedback

14 reporters — field service engineers, product owners, and one external customer.

■ violet = external customer. The 19 picture requests are a single reporter and close together once confirmed.

What validation caught

Testing on production — not trusting ticket status — changed the picture:

  • 25+ “open” tickets were already fixed in production; they now carry the implementing commit or live evidence and are closed.
  • All 19 picture requests were already applied — the new photos are live in prod; only reporter sign-off was missing.
  • One “ready for testing” item was still broken (wrong unit label for AIS breakers) — root-caused to seeded data and fixed properly on MR !755.
  • Two fixes existed but were never merged — recovered from stale branches and composed into MR !755.
  • One new bug was found during verification: quote ZIP exports included other equipment types’ documents — fixed on MR !755.
  • Real money-path bugs confirmed live and fixed: quote totals contradicting the frozen offer (up to €2,710), prices not reacting to add-ons.

Outcome of every item

All 73, grouped by what actually happened. Filter or search the full register below.

TicketSummaryReporterStatusOutcome

What happens next

  1. Merged: MR !755 — 18 fixes, each reproduced, root-caused, re-tested; pipeline green. ✓ Done July 16.
  2. Deployed + data scripts run — unit-name backfill (18 types), R&M category (27 products), kit-variant notes (3), missing hero restored. ✓ Done July 16.
  3. Reporter confirmations — one ask covers all 19 pictures (single reporter); two content readings need a quick confirm from their reporters.
  4. Route the six data/content tasks — package descriptions and SAP description quality sit with content owners; one access provisioning; one awaits a link to include in the quote flow.