The art of creating beautiful products and setting up an excellent business may seem easy from your point of view.
However, it isn’t your perspective that will determine the success of your business. It is the perspective of your customers. That’s why gathering and using feedback from your customers is an essential part of getting ahead.
What is user feedback?
User feedback is the feelings and thoughts of your customers about your products and services. It typically consists of their satisfaction with you as well as the factors that make them happy or not.
It could be a positive review that says that your product is fantastic, a comment that complaints about your company or an enhancement request that explains how your product can be more beneficial. The opinion of your customers is crucial since their satisfaction is what determines whether you are an effective business.
What is the importance of user feedback?
The experience of the user has a significant influence on the performance of a business. While customers may not be directly affected by the decisions of a business but their opinions will be the main factor in the business decisions.
The feedback of customers is crucial for all the departments of a firm. The support department will want to evaluate whether they are providing good services, while a product team might require help deciding on the best solution.
To boost the success of a business, the product manager must be aware of how to collect feedback from customers, then analyze it and act on the outcomes. These are the most efficient methods to gather feedback from users.
How do you collect feedback from users?
The statistical tools aren’t always adequate as they run the possibility of ending up in data that is skewed and does not reflect the happiest or unhappy customers. Qualitative data must be utilized to get a better understanding of your customers. You can connect directly with your customers.
Live chat surveys that are short, along with social media, is some of the most commonly used tools for gathering feedback from customers. The live chat function is a method to communicate directly with your clients. It is possible to ask them specifically real-time questions or categorize your inbound feedback.
Short surveys allow you to get your customers to ask questions regarding particular aspects of your services or their experience in a simple way. It’s useful to gauge the level of satisfaction that customers receive from these surveys.
Social media is a popular platform where people are able to share their thoughts. Although it’s not always as valuable and helpful as direct feedback, you can get useful opinions via Facebook, Twitter, and other social media platforms.
User Feedback Tools
The process of creating a feedback system in-source or obtaining feedback via other channels is an overwhelming task. It’s not even about classifying and analyzing them. This is where tools from third parties are useful.
They allow you to gather data from customers without spending hours coding, creating, maintaining and designing. Two tools can utilize to collect feedback from your customers:
#1 UserGuiding NPS Surveys Customer Feedback, User Onboarding as well as User Onboarding
UserGuiding is primarily User Onboarding Software that is designed to enhance the overall experience for your customers using your product. It lets you build walkthroughs of your product, highlight specific features, communicate in-app and build self-help centres without programming.
It also lets you take NPS surveys and collect feedback. Click here to begin your trial for free now!
# 2 Feedier — Get Feedback and Gamified Experience
Feedier is a feedback-gathering tool that lets you take surveys that are well-designed and seek to make it more fun for the users.
There is a myriad of rewards you can offer for users who agree to give feedback to you and, based on the feedback you receive; you will be able to improve your company and product.
Whom to ask and when
As a product manager, you must know who and when to inquire. It is more important to take into consideration the opinions of customers who have used your product for a long duration or customers who are frequent users.
You can also collect additional information from those who are new to the service through a quick questionnaire or a multiple-choice form in the sign-up process. It’s like the process of onboarding newcomers.
Customers who are loyal and new customers are likely to receive lots of helpful feedback. However, they are far from the sole ones. Feedback is not just sought from people who use the product or product, but customers who quit the service.
If a user decides to cancel their subscription, it indicates that your service isn’t beneficial to the user. In order to improve the service then you must find out the reasons why customers churn. A simple way to figure it out is to make use of the cancellation form, which requires feedback about the reason the customer is leaving. If they do not wish to write lengthy answers, they can simply mark a few boxes.
NPS Surveys
Net Promoter Score (NPS) is a measure that is widely used to assess the effectiveness of a company. The survey is designed to ask your customers what they think they would like inclined to refer your business or service to their colleagues and friends on a scale from 1-10.
Based on the responses to the questions, a simple calculation is done to calculate your NPS. It is also typical to get feedback after users have chosen an option, asking them what they thought about the score they selected.
Reviewing the Feedback You Received
Once you have made your way to gather feedback from users, It is now time to deal with the insufficient and inconsistent or incongruous information. It is essential to study customer feedback thoroughly to determine the right actions.
For a proper analysis of the feedback you have gathered To properly analyze the feedback you received, you must be aware of the fact that there are several distinct segments of your customers. The grouping of them according to plan and frequency can be very helpful since every customer has different expectations of your service.
After carefully analyzing the data After carefully reading the data, you can code the feedback to uncover the most common themes. The frequency and volume of feedback are also significant. If you notice that many customers from different segments claim that your latest extension isn’t satisfactory, You should respond to the feedback.
Acting Now
Effectively implementing feedback in order in order to improve your product is an important element of product development. If the process is not properly managed, the feedback from users can divert attention from the actual issues and cause a waste of time and money. If it’s well managed, you can come up with new ideas and make improvements to your product.
It is possible to summarize the feedback you have previously coded in a table format or create a quick document that you can discuss in your group. One of the most effective ways to use feedback is to create an overall Top 10 list from the feedback that will help you create a plan for the development of a product or service strategy.
It’s easy to get caught up in the user feedback. However, if you handle it properly, it’s easy to take the right steps to ensure your customers are satisfied, and your business can write an impressive story of success. To delight your customers more, make them aware that you appreciate their opinions and are listening to their opinions.
Customer Feedback Management 