Person selecting feedback options
Customer Feedback
8 minute read

User Feedback

Author
Team Responsely
Date
February 18, 2021

Are you struggling to collect and measure user feedback? It’s a customer-centric world, and listening to what your customers have to say is no longer an option. Imagine this.

You’ve spent years or months working on your product and you’ve finally managed to get it out there, but users appear reluctant to use it. Which begs the question: just where did you go wrong?

Perhaps you’ll be relieved to learn that this is a problem even the biggest businesses around the world face. Designing a product or service is always the easy part.

But improving on the original idea is what determines whether your work will be a hit or miss among your intended users. Collecting user feedback is one of the best tools you can use to take your product or service to the next level.

Luckily, collecting user feedback is easy.

In this article, we’re going to give you a complete walkthrough of how you can collect user feedback.

What Is User Feedback?

User feedback encompasses all of the information you get from users/customers about your product or service. It’s a way to establish if your customers are satisfied. We can view it as a fact-finding mission where you’re interested in your customers’ thoughts and emotions about your business.

It’s an honest review of your product.

Why Is User Feedback Important?

Research suggests that only 1 out of 26 unsatisfied customers actually table a complaint. The rest quietly slip away and seek the service or product from someone else. The message here is that it’s important to actively seek user feedback and encourage users to speak out.

Further evidence strongly suggests that approximately 95% of customers read reviews before making an order. It’s important to make sure that your customers approach you first whenever they want to communicate something about your product, even before spilling their thoughts elsewhere.

collect feedback

How to Collect User Feedback

Let’s now explore the most effective ways of collecting user feedback.

1. Surveys

A survey presents one of the most effective ways to collect user feedback. It’s nothing more than a question or set of questions sent out to users in order to gather information on a product or service. It helps bring to light what’s working and what isn’t.

For best results, you should give the user enough time to use the product before administering the survey. Ideally, this should be two to three months after the customer has started to use the product. A survey can also be used to collect feedback when the user leaves the product. You’ve probably seen a statement along these lines:

‘We’re sad to see you go. Can you please tell us why you’re leaving?”

A survey should have both open-ended and closed-ended questions to allow you to gather quantitative as well as qualitative contextual information.

2. Live-Chat

Live chat can be used to collect user feedback in real time. It’s an incredibly effective way to gather thoughts about your product or service because of three main reasons. First, the user knows that you’re actively listening. That means they are likely to be honest and forthright because they know that they’re airing their views to the right person. Second, live chat gives you an opportunity to probe the user further in case something is unclear. Third, you can ask tailor-made questions that recognize each user’s unique circumstances.

3. User Forums

You can also establish a platform where you freely and openly interact with users. A forum gives users an opportunity to ask questions and give an opinion on the product or service. With a forum, you can even take a back seat occasionally and let the users interact with each other as you closely monitor the goings-on.
forum illustration

Frequently Asked Questions

Why Is User Feedback Important?

Gathering user feedback helps you to improve your product by catching the so-called blind spots. There’s nothing like a perfect product design. There are certain aspects of a product or service that can only come to light through the user. In addition, collecting user feedback communicates to your target market that you value their opinion. That, in return, cultivates trust in your brand.

Is There a Tool to Collect User Feedback?

Responsely presents one of the best tools you can use to gather user feedback about your business. It helps you to attach snippets of code on your landing pages to measure customer satisfaction and establish pain points in just 60 seconds or less.

Other tools include Feedier, Userguiding, and AskNicely.
understand your customers

How Do I Analyze User Feedback?

Raw user feedback is often incomplete, repetitive, or even contradictory. To make the data useful, you should try putting it into categories. For example, most of the issues could be coming from users who have taken up a specific pricing plan.

Also important is to scan the data for common themes. This way, you’re able to single out the most pressing issues that should be handled as a matter of priority.

What’s the Best Way to Manage User Feedback?

It’s important to show your users that you value their opinion. To this end, you should endeavor to respond to both positive and negative views in a timely fashion. In addition, you should try to act on issues raised, especially the ones reported more frequently.

Do I Need to Collect Feedback from Every User?

Gathering user feedback is largely a sampling process. Although you could gather information from every user, such a move may not only be time consuming, but it may also be too expensive in the long-run.

Therefore, you should adopt a random sampling technique and seek feedback from a few selected users. Each user should have an equal chance of being selected.

Conclusion

There can hardly be a better way to improve customer satisfaction than collecting and analyzing user feedback. Through product feedback, you’re able to identify positives as well as opportunities for improvement. It helps you to view your product, not from your own perspective, but from the user’s perspective.

At the end of the day, collecting actionable feedback improves the quality of your product and builds trust. This ultimately leads to growth.

Hopefully, this article has given you a better understanding of why user feedback is important and how you can collect it. You’re now in a position to dive right in and get some insights on your business.