Quote Originally Posted by VOIPuser View Post
Don't you have at least one person whose job it is to handle the web site design and layout?
We have programmers that handle a little of everything. Right now, we have a backlog of projects pending and we have to prioritize projects.

We do take all feedback and ideas and all them to lists that we consider when planning out updates.

Sometimes it makes sense to batch things up. For example, if we blocked out a day or 2 to work on just website enhancements, we could pull a bunch of things from list related to that one area and do it all at once easier than doing individual small things randomly. I know it may seem like some things are simple and should be super quick and trust me I have that debate with our programmers sometimes too. At the end of the day though, sometimes a simple change can spiral into other things like if the update breaks something else in a particular browser, etc so it's best to have time planned out and batch them up.

I can't promise we will always implement everything from feedback we get, but we do keep track of it all and do pull things in.

Also, one thing to remember is that we're a relatively small company in comparison to the major publicly traded players, etc. We have a decent size customer base of over 100,000 and a team of a few dozen people. We're completely privately owned, profitable, and debt-free. We're not out raising venture capital and things like that where we can hire an army of people to focus on this stuff regardless of profitability. We have to balance our resources so we can keep costs low, maintain our existing infrastructure, keep things stable, and innovate with enhancements/new products. We have seen other companies get sucked into that and then it turns into a situation where the focus is on making as much money as possible rather than trying to provide a good service with good pricing and not get so big we have to sell out like that. We like a healthy balance and organic growth.

I'm sorry we can't immediately jump in and make changes in most cases, but I hope my explanation above helps you understand some of the reasons why. I can promise that I always am listening to customers (even if I don't reply sometimes) and any feedback we get, I consider and note. It doesn't mean we'll always implement the feedback and if we do, I can't guarantee how quick it'll be, but we do consider it and appreciate it.