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Show your face

Posted 9 years ago in Xero news by Penny Wildash
Posted by Penny Wildash

How do you feel about Xero right now? With our release today you would have noticed the arrival of what we call ‘smiley faces’.


To deliver our best service and drive continuous improvement we’d love to know how you are feeling about Xero. This is where our ‘smiley faces’ come in. At the bottom of the Dashboard page and when you send a request to Customer Care you will be presented with three faces that you can select to illustrate how you feel overall about Xero at any particular time:

  • Green smiley face – you are happy. Yay!
  • Yellow face – you are so-so or okay. Meh.
  • Red grumpy face – you are unhappy. Grrrr.

When you select a ‘smiley face’ from the Dashboard you will have the option to send feedback, if you want to.

As a company we have a Key Performance Indicator (KPI) that is tied to how you feel about us – so please select green if you’re happy. Our first smiley (green-woohoo!) came from TomB in the UK who wrote:

“You’ve made me love doing accounting”

That’s awesome, thanks Tom.

So even if you have had no need to be in contact with us – we are hoping this will be a useful and easy way for you to let us know how we’re doing.


Marie Dawkins
July 29, 2009 at 12.17 pm

Overall I’m very happy with Xero. I am far more involved in our accounts since joining Xero. And it’s also easier to get input from others who are offsite (eg chairman etc)

Two aggro points for me though are
1. Inability to design reports that I want. I need a report that is not standard and there is no way to get the info out I require.

2. The font in the login box – arrgh!!! It’s way too narrow – especially if you no longer have 20:20 vision. I have a long e-mail address and while I have no trouble typing it anywhere else, my login to Xero would failed 85% of the time. Sometimes it’s because I’ve misstyped my e-mail address but the font is so narrow I have difficulty seeing the error (I’m no touch typist). This is seriously seriously annoying. The font is not a problem once in Xero, it’s just getting into the blasted thing that causes frustration. So please can you give us something a little less trendy and a lot more friendly.

cliff Kinraid
July 29, 2009 at 12.26 pm

Need a date shown on report when it was run.
Accounts payable invoice entry how do i add more than one suppliers invoice in one batch

Philip Fierlinger
July 29, 2009 at 1.19 pm

@marie about the login font size, I’m not sure what you mean, so I’d really like to see it as you see it, so can you please email a screenshot to showing the page with your email address entered in the login form?

@marie @cliff please email with the full details and examples of what you specifically want – we’re in the process of updating reports and would love to know how we can make it better for you

@cliff to do multiple AP invoices click on the Save menu and choose the Save & Add Another option. Is that what you’re after?

Thanks for all the feedback.

Head of Design, Xero

Jason Jones
July 29, 2009 at 7.59 pm

Need a option for Japan clients to do away with the decimal point while working with Yen, I am sure this can not be to hard to fix, a bit of Kiwi can do attitude would be appreciated here as the rest of the package is brilliant, also if there was an option to customise the invoice template it would be nice.
Over all very good though.

Dionne Sherwood
July 29, 2009 at 9.47 pm

Xero is improving all the time, but it has a way to go:
1. REceiving monies on account is a bit of pain.
2. Receiving money for two or more invoices in one cheque is a bit of a pain (albeit less so)
3. I like some of the reporting options but there are others I would like to be able to access easily. I would like to be able to produce a sales invoice list but cannot do so. Sometimes determining whether something has been done can take a while to work out.

July 29, 2009 at 9.48 pm

Love Xero. Hate few basics.

No Discount in invoices.
No item names in invoices. What?
Pay online in invoices just as small link. Button please!

And many others.

Mainly Xero rulez anyway!

Paul Lattimore
July 29, 2009 at 10.31 pm

My two cents worth – A “read only” user option for providing financial data to Bank Managers etc.

Jeremy Lam - Hong Kong
July 30, 2009 at 12.57 am

10 yrs of business running, finally I know what did I miss from good to great…

Andrew Butel
July 30, 2009 at 10.35 am

Thanks everyone for your comments and feedback.

As we continue to work on the bigger features, we’re always pushing hard to do as many small improvements as possible and these are all done in response to feedback like this, so keep it coming.

Kelvin Hartnall
July 30, 2009 at 4.57 pm

Love the smiley feature – what a fantastic and immediate way to get feedback from your customers. There are not many companies that know how ALL their customers feel about their product. I particularly like that the smiley face feature is on the dashboard, but I think it would be better if it was top-right instead of bottom right since most people need to scroll down to see it. Would be better above the account watchlist in the top right.

By the way, I love Xero, and currently feel very 🙂

July 30, 2009 at 9.42 pm

Love Driven Design – brilliant. Maybe it could be static aligned on the right-hand side?

Darryl Collins
July 31, 2009 at 5.11 am

This seems like a place to get attention! I only have one bugbear – entering payments in ‘spend money’, save should have the option to ‘save and enter another’… I do a lot of these entries and it is currently unnecessarily time consuming.

That’ll teach me to spend money, indeed!

Darryl Collins
July 31, 2009 at 5.16 am

.. oh, and the ability to set up multiple invoice templates (we have a trading division with a separate identity that we’d like to send under their brand/logo)

July 31, 2009 at 6.59 pm

Love Xero. It really is a joy to use.

1. But we really need Purchase Orders that include a template that can be emailed/faxed to the supplier.

2. integration (with custom fields) would be awesome and a big time saver.

3. Custom reports and ability to design invoices.

Rod Drury Xero
July 31, 2009 at 10.06 pm

We’re loving the feedback and hearing what you want most urgently. This is influencing the priority list.

Our team is fired up to nail these suggestions.

Keep it coming.

Mathew Sumpton
July 31, 2009 at 11.13 pm

Another vote for purchase orders: a big thing for small business – there is no other online system for sme’s for these and it would be great if it was integrated into the accounting system.

Still need some form of remittance advice !

Keep up the good work


Ben Kepes
August 1, 2009 at 1.55 pm

OK – Money where my mouth is time…

1) Read only permissions – great for board members, bank managers etc
2) Ability to apply payments to outstanding purchases and create a bank file for upload (something that desktop software has done for 10 yrs)
3) Ability for payments on foreign currency invoices coming into domestic currency bank account to be reconciled – without having to enter a payment/enter a credit for the bank fee component
4) Ability to email multiple statements without downloading them to the desktop first
5) More modular dashboard layout (ordering bank accounts is a start at least….
6) More ability to do basic inventory
7) Ability to automate notifications – say SMS/Twitter notification of payments
8) Ability to on-charge expenses to a client within the same window – ie an expense that is related to a client should only need to be entered once and one should have the ability to add a margin to the expense.
9) Some basic CRM functionality – estimates, opportunities etc etc
10) Ability to set defaults for reports (eg P&L always defaults to full financial year with previous)

That should keep you busy for a week or two



Ben Kepes
August 2, 2009 at 3.20 pm

Oh and integration with something like shoeboxed to allow physical invoices/receipts/business cards to be automagically entered into Xero

Blair Hughson
August 3, 2009 at 4.43 pm

4) Ability to email multiple statements without downloading them to the desktop first

Definitely would love to see this one. At the moment you can select multiple statements to print them, but who wants to print these days when you can email! Would be great to just select all customers, hit one button to send all of the statements.

August 3, 2009 at 4.52 pm

Those smiley faces are such a great idea. Nice one!

David Kime
August 4, 2009 at 9.09 pm

Would really like to see the ability to post payments for multiple invoices, without having to wait until they clear the bank to import. My clients are struggling a bit and need to hold onto cheques, but still want to know the actual position of creditors and bank if they were to release them

Catherine Walker in reply to David Kime Xero
August 4, 2009 at 10.38 pm

Hi David,
If I understand correctly you could achieve this by opening the approved (i.e. Awaiting Payment) invoice in Xero and entering the payment details onto the invoice. This would mark it as ‘paid’ and put a payment transaction into your bank account in Xero thereby updating bank account and report data. Then when the payment is actually made and is imported from the bank into Xero you can reconcile the downloaded statement line with the payment already made in Xero.

Details in Help Centre: Pay invoices – make full or part payments

Hope this helps,

Ben Lilley
August 5, 2009 at 10.08 am

Overall I love Xero, I’ve been using it for over a year and wouldn’t use anything else. However, with that said, there is one thing that is annoying me, and that’s speed.

General speed across the application has taken a big hit as the number of subscribers has increased. I know this is partly the nature of Web Apps but it has got the point where it’s annoying, especially when reconciling accounts (5 – 10 second delays after hitting OK). Could someone at Xero confirm you guys are aware of this and are looking into it?

Also just as note, I know Xero needs to be focused on the International market as NZ just isn’t big enough, but for us original NZ users, Rackspace really isn’t the best hosting option in terms of serving us the App as fast as possible.

Craig Walker Xero
August 5, 2009 at 11.43 am

@Ben Sorry to hear you’ve been having some performance issues. Part of our core operational indicators is overall system performance and we constantly monitor both database performance and application response times.

We have noticed that as our customer base has grown that during certain peak times the response times of the application can spike. We have a bunch of projects on the go that deal directly with these issues – as they say it’s a nice problem to have!

Even though the data is served from RackSpace this shouldn’t affect New Zealand performance due to the work we’ve done on configuring content delivery nodes for serving static content (such as images) from NZ based servers to reduce overall response times. The tests we’ve done show that the difference between serving the data from NZ vs US is negligible with a content delivery network in place.

So we’re definitely aware of the problems some of our customers have experienced and we’re constantly working on making your Xero experience even better!


Craig Walker

Nic Howard
August 5, 2009 at 3.00 pm

Craig, great to see Xero taking performance seriously, especially as your market is global.

We hear it all the time, slow page loads make customers frustrated and effects their confidence in a product/application.

If I can help, let me know.

Ben Lilley
August 6, 2009 at 10.07 am

Thanks Craig, that’s what I wanted to hear, knew you guys would be on top of things. Look forward to seeing the performance improvements in the (near?) future.


» Why Xero doesn’t have a Hard Mode
October 8, 2009 at 2.29 am

[…] is ease of use design and user feedback so important to […]

Josko Sestan
March 24, 2017 at 3.10 pm

Well looks like you have taken a good idea and wiped the smile off my face, WHERE HAVE THE SMILEY FACES GONE. Very disappointing.

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