The Happiness Lead at Automattic, Andrew Spittle, did a nice interview with Olark about how we approach engineering happiness for everyone who uses WordPress.com and other Automattic products:
Along with the larger overview of what we do, Andrew included this little tidbit describing what I think is one of the biggest challenges (but also biggest opportunities) in our work in the WordPress.com forums, where I spend the bulk of my time:
… a Happiness Engineer also does a little bit of qualitative customer feedback. We always get long public forum threads whenever we change something. It’s partly going back through those and picking out the highlights or the commonalities, and communicating those back to product teams.