For a game like *Old School RuneScape*, community feedback directly shapes the development roadmap through a long-standing player polling system. As Jagex introduced larger-scale updates—such as raids, bosses, and new skills—they needed a way to scale their feedback loop beyond manual tracking, moving towards a robust system for lifecycle consultation.
Jagex used PlayerXP to track sentiment at a granular level across each proposed update. Following major "Summit" announcements, where multiple initiatives are introduced at once, **Custom Categories** and **Topic Finder** allowed the team to organise feedback by project. This immediate, structured analysis ensured that recurring themes and positive signals were identified without manual cross-platform review.
Surfacing conversations across smaller or overlooked channels to ensure feedback isn't biased towards only the most visible communities.
Narrowing scope to defined consultation phases to sense-check community expectations against core design goals.
A key part of Jagex’s workflow is the creation of monthly sentiment reports backed by historical data. By tracking long-term trends, the team defines benchmarks for what “healthy” sentiment looks like, making it easier to communicate shifts to leadership and scrum teams.
Through Multiple Dashboards, Jagex balances community expectations with strategic design, scaling their player-first approach to meet the needs of a complex and growing development pipeline.
"PlayerXP allowed Jagex to scale its community-first approach without losing depth or accuracy, ensuring that development remains player-informed as the game's complexity grows."
Using Topic Finder to move beyond manual polling, allowing for automated thematic grouping of feedback during intensive consultation phases.
Tracking project sentiment from the very first teaser announcement through to long-term post-launch discussion in a single environment.
Leveraging years of historical data to establish clear benchmarks for player satisfaction, helping to contextualize the reception of new skills and raids.
