Product Feedback. Boy do we get a lot of it . . . From fit to function to fashion, from price to purpose to product names, customer feedback is one thing we've grown to rely on. We believe our customers are more passionate and outspoken than the norm. And while that means there's some folks out there who are hard to please, our quality just wouldn't be the same if it weren't for their willingness to ask for something better.
Case in Point: the Critical Mass Bag. Long-time customers have seen many versions of this bag, each with its die-hard proponents and detractors. It was born of our own selfish desire to toss the day's gear into a sack, throw it over a shoulder, and be on our self-propelled way.
The feedback we get from you comes from all angles: e-mails, phone calls, blog posts, letters (yes, people still write us by hand), magazine reviews, and surveys. But what do we do with it? Frankly, we get so much input that we could never respond to all of it. Since we can't respond to everyone directly, this post is a modest attempt to show how your feedback shapes our design decisions.