Customers sometimes say when they’re unhappy with their user experience. Feedback can also be hard to measure. To get the most out of customer feedback, you’ll need to dig deep into what your customers say and have a plan for how you’ll stay in touch with customer needs.
Feedback is the basis for comprehending and improving user experience. A good user experience can affect your relationship with customers, your long-term viability as a company, and your bottom line.
LEARN ABOUT: User Experience Research
You need user feedback whether you are making a new product or have been selling the same one for years. This blog describes what user feedback is, why it is important and how to collect it for your company’s benefit.
Content Index
- What is user feedback?
- Importance of user feedback
- Important Metrics of User Feedback
- How to collect user feedback
- How QuestionPro Cx can help in user feedback
- Conclusion
What is user feedback?
User feedback describes any data gathered from users or customers regarding their experience with your product or service.
When you receive user feedback, it can either be
- Proactive—you ask people for it
or
- Reactive—it comes from them voluntarily.
Feedback can arrive via a variety of routes and in a variety of formats. Types of feedback include issue reports, requests for support, and suggestions for improving your product.
Channels include live chat, in-product surveys, email, and the telephone. Various teams use the collected feedback to enhance the user or customer experience.
Note: There is much more to the process if you want to understand your customers honestly and truly offer them real value, even though many businesses gather user feedback.
A well-rounded user feedback program should include three distinct stages:
- Collecting,
- Analytics, and
- Closing the loop.
These final two steps enable organizations to accomplish their objectives by completing the circle of user feedback insights.
You may also check out this guide to learn how to build your own Customer Journey Map.
Importance of user feedback
User feedback is important because it enables businesses and organizations to evaluate customers’ feelings about their products and services.
It can give insight into what functions and features people value most and point out areas that need development. Informed decisions about future development can then be made using this knowledge, helping to guarantee that goods and services satisfy the requirements and expectations of their customers.
User feedback can also increase customer satisfaction and cultivate a devoted user base.
Before asking users for feedback, ensure the following things are clear:
- Your stated goal. What do you want to know exactly? It can be how something looks, how well it works, how involved the user is, what the market wants, what the users want, and so on.
- Your tools. Next, list the tools you can use to reach out to your customers and find out what they think.
- Your statistics. As the last step, figure out how you’ll know when you’ve reached your goal.
Important Metrics of User Feedback
With customer feedback coming in via phone calls, email feedbacks, the internet, in-product, etc., it’s important to comprehend what it all means and how to transform it into useful data.
- Are you getting more favorable or unfavorable feedback?
- Is it simple for customers to use your product?
- Would they suggest a buddy to you?
Understanding how your business is performing requires answers to each of these questions. Let’s start with several metrics you can employ to discover the solutions to important commercial questions.
Some of these metrics include:
- Net Promoter Score (NPS): This metric measures how loyal a customer is and can be used to determine how likely a customer will tell others about a product or service.
- Customer Satisfaction (CSAT): This metric shows how happy customers are with a product or service.
- Customer Effort Score (CES): This metric measures how much work a customer has to do to get help with a product or service or fix a problem.
- First Contact Resolution (FCR): This metric measures how many customer questions are answered on the first contact.
- Churn Rate: This metric measures how often customers stop using a product or service.
- User Engagement: This metric looks at how much time or how often people use your product or service.
- Retention rate: This metric tells how many users return to your product or service after their first purchase or visit.
These metrics can help businesses learn how customers feel about their products and services, find places to improve, and make decisions based on data to improve the customer experience.
How to collect user feedback
During the early stages of a product’s lifecycle, you usually work with a group of key potential users you can’t get rid of.
LEARN ABOUT: Customer Lifecycle
They are a carefully chosen group of people who have agreed to help you with many tasks. You are spreading out your net at the stage of continuing to get better. You have more people using your product and are using it “in the wild” instead of in your controlled space for product development.
What is the best way to determine the user’s thoughts?
- Using interviews, polls, and user surveys
There are various methods for gathering user feedback. A direct, uncomplicated question is the greatest method to get an answer. Interviews, polls, and surveys are popular methods for getting customer feedback. You should, however, use caution with these three options.
- Interviews are useful during the idea validation stage. Because the responses to interview questions are difficult to predict, you can apply what you’ve learned in the following stages of development.
- Surveys are helpful when you already have something to show your users but are still determining which options will perform best.
Surveys, for example, might be used during the Proof of Concept and prototype testing stages.
- Polls can then be utilized for MVP testing. Interviews may provide you with unexpected points of view.
To get to know your customers and their perspectives, you can utilize a program like QuestionPro to streamline the process of collecting user feedback using these tactics.
- User Forums
User forums can be a good source of information about client experiences. They frequently share their stories and ask for help utilizing particular aspects of these networks. Use them to learn how your app functions for users and any potential problems they might encounter.
Utilize the strength of other social media platforms to create a comprehensive image and draw in new customers. Most well-known apps have social media accounts that post interesting information, encourage users to leave ratings and testimonials, pose questions, and discuss use cases.
- Focus Groups
A focus group survey is a powerful method that can be used to test your idea, your Proof of Concept, your prototype, and your MVP.
The good thing about this method is that you can talk to real users and find out what they think firsthand. It also lets you get useful, actionable feedback from your users since you can ask them which ideas they like best and use that information in the next stage of development.
- In-app User Feedback
Considering the number of unfavorable reviews in directories where people can find your goods, it may seem that only some product managers checked their official pages.
Users’ evaluations in official app markets should be the primary source of feedback and product strengths and weaknesses. Check these reviews periodically and engage with people via authorized retailers. Brand loyalty will increase.
Even with negative customer comments, you can show that the software creators care and report on the flaw’s improvement.
- Analytics can also provide user feedback
Customer input is only helpful with analysis and reporting. Additionally, your results should match your goals and metrics. Consider a sponsored blog article. How will you assess this project?
Choices:
- Track users that visited your site after reading an article.
- Assess user involvement and value by counting likes and shares.
- Track SEO and Google search rankings.
These measurements show your efforts are paying off, but they all have different aims. Thus, before starting analytics, configure it to display and assess only the most crucial parameters.
- A/B testing
One of the most effective methods for evaluating user acceptability, engagement, journeys, and choices made when using an app is A/B testing. This approach is appropriate when you need clarification on how certain specifics will play out.
For example, your designers might disagree over the color of the “Get Started” button. The best approach to determine whose proposal is superior is to test both possibilities with your users.
In this case, you should also be clear about what to test, the outcome you want to achieve, and the success indicator.
Learn more about why understanding your Customer Journey transforms your CX program.
- Portal for Ideas
Another customer feedback technique is the ideas portal. An ideas site lets users vote on creative UI/UX, features or other ideas. It’s especially important in the early development stages when exploring fresh ideas while considering your users’ preferences and expectations.
Use an idea portal to manage user feedback, but not exclusively. It may work well for idea validation in product management, but employ other strategies to ensure success.
Don’t rely just on an ideas portal for user feedback. It may work well for idea validation, but employ other ways to ensure the idea wins.
- Usability Tests
After releasing your MVP, usability testing is important. Map user stories and check if they match your users’.
Use technologies to track user behavior in real time. The tool’s top-notch display avoids numbers-powered analytics and shows user behavior. Use these tools with analytics to get a complete view and ensure your app is on track.
How QuestionPro CX can help in User Feedback
QuestionPro CX can help users give feedback by giving them tools to collect and analyze customer feedback. Here are some of the ways it can help:
- Surveys: With QuestionPro CX, you can do surveys that can be sent to customers via email, social media, or other channels. These surveys can be used to find out what people think about a wide range of things, like how happy they are with a product or service, how well they were treated by customer service, and more.
- Analytics: The platform has tools for analytics that let you look at the feedback and find trends and places to make changes. This can help businesses figure out what their customers want and need so they can improve their products and services.
- Integrations: QuestionPro CX can connect with other platforms, like CRM or support ticketing systems, to help take action based on feedback, like sending follow-up emails or service tickets.
- Reports and dashboards: QuestionPro CX lets users make reports and dashboards to track performance and customer feedback over time. This makes it easy to spot trends, patterns, and areas that need improvement.
- Real-time alerts: It lets users set up real-time alerts to inform them about negative feedback, so companies can immediately fix problems and make customers happier.
Overall, QuestionPro CX can help businesses determine customers’ wants and needs and make decisions based on data to improve their products and services.
Conclusion
Finding your company’s ideal customer feedback solution might take a lot of work. There are many things to consider, such as data gathering and analysis capabilities (such as target options, dashboards, and charts), technical expertise needed for pricing, and customer support provided.
Not to mention, you’ll need a solution to measure the customer experience across all digital channels.
QuestionPro CX offers a range of survey creation tools that enable organizations to design and customize surveys to collect customer feedback, which can assist firms in gathering user feedback.
These questionnaires can be sent to customers via various channels, including social media, email, and SMS, and they can be integrated with other platforms and CRMs.
Businesses may examine the comments they receive and obtain insights into customer satisfaction and loyalty by using the program, which also includes data visualization and reporting tools.
Additionally, the software enables the triggering of surveys in response to certain events, such as purchases, the creation of new accounts, support requests, etc. Real-time feedback can be obtained and used by businesses to enhance the customer experience.
