Qual feedback: roadmap input or "nice to glance at"?

Hey PH 👋 I'm Akshay, co-founder of Dots.

Every product team I talk to is drowning in qualitative feedback — support tickets, NPS comments, app reviews, user interviews. It either gets ignored because there's too much of it, or run through an AI summarizer that spits out a paragraph nobody fully trusts.

Quant has gotten all the tooling love — Mixpanel, Amplitude, dashboards everywhere. Qual is still the afterthought, even though it's usually the why behind the what. Dots aggregates feedback across channels into insights that trace back to the real ticket, review, or conversation they came from. No black box.

We're pre-launch, working hands-on with a handful of early Indian product teams right now — mostly Series A/B consumer apps. One thing we're still figuring out: who actually drives this inside a company. We assumed PM, but it's turning out to be messier — sometimes a founder, sometimes ops, sometimes whoever's closest to the support inbox.

So curious for this community: is qual feedback actually shaping your roadmap today, or is it more of a "nice to glance at"? And when someone on your team says "users are telling us X" — who's actually doing the digging, and who owns that insight once it's found?