How To Get Customer Feedback From Mobile Users? (Suits you)

Ask for Rates and Reviews The easiest way to get the feedback is to simply ask your users within the app as both platforms (Android and iOS) support requests to users to rate and review the app. Mobile app ratings directly affect how easily your app can be found at the Stores.

How do I get customer feedback on my phone?

Want to Survey by Phone? 14 Simple Ways to Get Customer Feedback

  1. Tip #1: Keep is short.
  2. Tip #2: Keep it simple.
  3. Tip #3: Make it measurable.
  4. Tip #4: Have a purpose.
  5. Tip #5: Use external surveys.
  6. Tip #6: Make the purpose personal.
  7. Tip #7: Use reasonable sample size.
  8. Tip #8: Limit open-ended responses.

What is the best way to receive customer feedback?

10 Ways to Get Customer Feedback

  1. 1) Post a link to a survey on social media.
  2. 2) Run social media contests.
  3. 3) Use Instagram Stories to collect feedback.
  4. 4) Have a structured process for getting feedback from your customers.
  5. Use a feedback box.
  6. 5) Monitor social media channels.
  7. 6) Offer a reward in return for feedback.

How do you ask for feedback from customers?

Ways to ask for feedback from customers

  1. Send an email.
  2. Use a pop-up survey.
  3. Add a poll on social media.
  4. Post a feedback or contact form on your website or app.
  5. Request a third-party review.
  6. Ask for article feedback.
  7. Send a text.
  8. Call on the phone.

How do I collect feedback from app users?

In order to encourage customers to give continuous feedback, build feedback channels into the app experience. Come up with a schedule that’s triggered by a user’s actions. For example, when they’ve been using the app for 10 days, ask for a review. After three months of active use, ask them to update their review.

How do I collect online feedback?

To respond to this story,

  1. 7 smart ways to collect customer feedback online. BRAND MINDS.
  2. Survey forms.
  3. Instagram Story poll.
  4. 3. Facebook poll feature.
  5. Surveys on your website.
  6. Social media listening.
  7. Chatbots.
  8. Survey inside Messenger.

How can I get feedback without a survey?

Instead of asking questions, consider asking about your customer’s industry or business climate. Make sure to ask only one question–two at most. Telephone: Make sure that your voice mail tells customers how to give you feedback. Comment cards: Include comment cards inside your shipments.

How do you get feedback from colleagues?

Here are 5 steps that guide you through requesting feedback from coworkers and how to benefit from that feedback!

  1. Step 1: Plan your approach.
  2. Step 2: Discuss the opportunity with your coworker.
  3. Step 3: Be clear about the feedback you’re requesting.
  4. Step 4: Listen and be open to the feedback.
  5. Step 5: Act and close the loop.

How do you evaluate customer feedback?

Seven steps on how to analyze customer feedback

  1. Collate your data.
  2. Determine how to categorize the feedback.
  3. Get a quick overview.
  4. Code the feedback.
  5. Refine your coding.
  6. Calculate how popular each code is.
  7. Summarize and share.

How do I ask my customer for feedback via email?

Tips for asking feedback from customers

  1. Tailor your approach. Usually, you’ll send an email to multiple customers asking them to fill out a survey.
  2. Time it right.
  3. Keep it short.
  4. Explain what you do with feedback.
  5. Give something back.
  6. Use illustrations, if possible.
  7. Pay attention to the subject line.

What is user feedback app?

In-app feedback or users’ feedback is a prominent part of any app development process. In other words, in-app feedback is a feature adopted by developers to shorten the process, and the time to receive feedback. With just a single pop-up, submitting feedback is possible for the user.

What is user feedback UX?

User feedback is the key indicator of user experience. Having access to customer insights puts you as a UX Designer at a competitive advantage. In fact, user feedback will also enable you to prioritise and address issues that surface, putting you one step closer to reaching a profitable conclusion and closing the loop.

What is user feedback?

User feedback is qualitative and quantitative data from customers on their likes, dislikes, impressions, and requests about a product. Collecting and making sense of user feedback is critical for businesses that wish to make improvements based on what their users need.

HOW TO COLLECT USER FEEDBACK FOR YOUR MOBILE APP

bugfender.com is the source of this information. When you receive user feedback, you will be able to gain a new perspective on your product, which will allow you to change your product roadmap and make improvements to your app. Whether you use agile development methods or not, receiving rapid and regular feedback is one of the most critical things that may contribute to the success of your product. For example, if a user attempts to complete a purchase using your e-commerce app and your app crashes, the customer is likely to become frustrated and perhaps abandon your app completely.

Here are some best practices to follow in order to optimize the value and usefulness of your app.

Don’t make the mistake of starting a feedback collection process without a clear aim in mind – defining the objectives first will help you find the most appropriate technique and instrument for the job.

When you have defined your feedback aim and resources, you should examine and select the most appropriate technique.

Be willing to try new things!

Such experiments can assist you in gaining more meaningful input, which will allow you to enhance both your app and the overall user experience.

The process of adding feedback to an app is divided into three steps:

  • Design and development of the app’s user interface (UI) for the implementation of user feedback
  • Design and development of the back-end system to manage feedback data
  • Processing and analysis of the large quantity of data gathered and interaction with users

Pinterest.com is the source of this image. There are a variety of techniques for gathering user input, so make sure you evaluate them all and select the one that is most fit for your app’s objectives. The following are some of the most typical types of feedback received by mobile applications: Users respond to a basic question with a YES or NO choice from a drop-down menu: “Do you enjoy the app?” If the user selects YES, he or she will be sent to the App Store where they may rate the app and leave comments.

  1. The strategy has the potential to significantly improve the rate of favorable evaluations of an app while simultaneously decreasing the effect of negative remarks.
  2. Aside from the additional costs associated with the construction of a back-end management platform, this might also result in additional costs when employing third-party services.
  3. One of the most straightforward ways to obtain feedback is to simply ask your users within the app, since both platforms (Android and iOS) offer requests for users to rate and review the application.
  4. The most essential thing to remember is to identify the optimal timing — many applications request reviews immediately, but this generally aggravates users since they have not had enough time to become familiar with the app in order to provide an accurate rating.
  5. When you choose the proper individuals to prompt, you not only guarantee that you receive vital feedback from your satisfied users, but you also ensure that those who do not normally participate are prompted, while disgruntled users may also provide you with direct input.
  6. On the basis of their responses, this procedure separates users into three categories: Promoters, Passives, and Detractors.
  7. Measuring the number of individuals who would suggest your product would allow you to have a better understanding of the overall attitude among your consumers.
  8. NPS may be simply integrated into your mobile application – the procedure is seamless for users, and they are not need to leave your app in order to provide feedback.

The majority of your work should not be done “inside” your app; instead, you should develop communities outside of your app where users may share their ideas and concerns, seek for help, or just communicate with your team. Here are a few examples of how app firms may build communities:

  • Support via social media and email
  • A web forum on your site to allow people to connect and share their experiences
  • And other methods as determined by you. provide them with several avenues via which they may communicate directly with your staff

Salesforce.com is the source of this information. Beta testing are widely used by developers to get insight into the user experience, particularly prior to the official complete release of a product. You may gather possible beta testers through your website by using a simple online form that asks for their email addresses, as seen below. Beta testing guarantees that all of the bugs that designers, developers, and alpha testers missed are identified, tracked down, and ultimately eradicated during the process.

Beta testing may save you from a lot of possible PR problems if you launch a badly built product, and a thorough beta launch can save you a lot of money on your marketing expenditures as well.

In spite of the fact that there are a myriad of questions you may ask your visitors and that you just need to choose a few to obtain relevant feedback, creating good surveys is more difficult than you might assume.

  • Only relevant inquiries should be asked
  • Pleasant open-ended queries should be created. Create consistent rating scales
  • Avoid asking questions that are leading.

A mobile survey is an effective technique for determining your consumers’ attitude; brief mobile surveys with targeted questions (such as comments on a new feature) are the most efficient. Always keep in mind that the timing of surveys is essential – if your survey interrupts a customer’s in-app experience, it may cause more harm than good to the company. With the use of such surveys, businesses may gather and evaluate both quantitative and qualitative feedback from their customers and clients.

Email is the most convenient method of collecting customer input since you may collect feedback throughout each encounter.

Set clear expectations

Users are typically reluctant to provide feedback because they fear they will never hear back from your company. Your community will gain confidence if you include a short statement in your communication messages alerting people that you will respond to them as soon as possible, such as ‘We’ll get back to you within 24 hours,’ etc.

Organize email feedback

Utilize certain technologies (such as Trello) to allocate work to the whole team, ensuring that no insight is overlooked. Automation tools will help to streamline the process and keep track of requests, while also providing the employee with a clear roadmap for future user interactions with the system.

Send personalized responses

Emails provide you the ability to request more tailored input than you would be able to get through a survey. Inquire with your users about the problems they are experiencing, what additions they would like to see, or simply why they choose your program. Set up a specific method for responding to these emails, or else the entire process will be pointless and ineffective. The most significant advantage of email is its low cost; in addition, because consumers who are ready to send an email with feedback are more loyal, it is more probable that they will supply good data or fascinating ideas.

A restricted budget, a short development timeframe, and/or an inexperienced development team for back-end development make this method appropriate in some situations.

Usability tests for mobile applications are created to watch test users as they interact with your app – the objective is to determine how user-friendly your app is and how well it supports your brand.

Assuring that your mobile app has high usability can assist you in increasing user happiness while also increasing income. Here are some of the advantages of mobile usability testing, ranging from better understanding your product to identifying flaws and other issues:

  • If you send an email instead of a survey, you can get more tailored feedback. Request feedback from your users on the challenges they are experiencing, what additions they would like to see, or simply why they choose your app. It is essential to have a defined method for responding to these emails, else the entire process would be fruitless. The most significant advantage of email is its cheap cost — and, given that consumers who are willing to send an email with feedback tend to be more loyal, it is more probable that they will supply good data or fascinating ideas than other methods. Alternatively, the comments would be dispersed across the email messages, making it more difficult to do a review and data analysis of the information obtained. A restricted budget, a short development timeframe, and/or an inexperienced development team for back-end development make this method appropriate in some situations. Clientelethermometer.com is the source of this data. Usability tests for mobile applications are created to watch test users as they interact with your app – the objective is to determine how user friendly your app is and how well it supports your brand. This type of testing allows you to bring value to your company while also meeting the needs of your end consumers, which is beneficial. Assuring that your mobile app is easy to use can allow you to boost customer happiness while also increasing income. Among the many advantages of mobile usability testing are improved product comprehension, the detection of flaws, and more.

Another excellent technique for gathering user input is through social listening, which includes comments or direct mentions on social media networks, as well as built-in polling capabilities such as this: When it comes to gathering customer feedback, social media is crucial – there are several social listening tools available to gather what people have to say about your product or business. Making a note of such statements allows you to improve your users’ experience and respond more swiftly in the event of a complaint.

  1. Always keep in mind that TIME is critical while monitoring brand mentions.
  2. Many organizations are now using a combination of in-house personnel and third-party software to monitor all of their social media platforms at the same time.
  3. Users should be able to resort to a channel that is immediately accessible in the event that they want a rapid response or have feedback.
  4. Another positive aspect of your feedback system is that it directs messages to your center rather than the app store, minimizing friction for the user and lowering the number of negative reviews on the store.
  5. Pinterest.com is the source of this image.
  6. Users will readily respond to questionnaires if you keep things simple for them.
  7. This technique involves the establishment of feedback objectives in advance, the determination of what is more urgent at the current stage, and the creation of questions and forms.

In terms of development, web page-like forms may serve as a strong data analysis tool for the back-end.

The likelihood of users taking the effort to submit feedback is considerably increased as a result of this.

One of the most significant advantages of snapshot feedback is that it eliminates the need for specialized controls to take up any screen real estate.

pgyer.com is the source of this information.

Include such automation solutions in your product development process to increase engagement, collect vital customer input, and change your product development plan.

Respond to user feedback as soon as possible!

If feedback is received, consumers will want to know whether it is favorable or negative. Responding to user input promptly is an important step towards enhancing customer satisfaction.

  • Users should be contacted to inform them that their feedback has been received and will be processed in a timely manner, as well as to express sincere appreciation
  • Users should be contacted based on the content of their feedback — to answer their questions or clarify the future product improvement plan, for example
  • Users will be notified when their recommendations have been approved. This will not only help them to make better use of the app, but it will also allow them to take some pleasure in the app’s improvement.
See also:  4 Reasons Why You Should Get Adwords Certified?

Email is one of the most reliable methods of communicating with users and, as a result, it is critical that the design of any form of feedback considers the supply of users’ email addresses for subsequent monitoring purposes. userresponse.com is the source of this information. Once you’ve received feedback from your mobile consumers, you must act on it immediately. Otherwise, your users will believe that their ideas are unimportant and that you are not interested in providing them with a better experience.

  • The proportion of purchases done via mobile devices
  • The number of visits made using a mobile device
  • Compared to your website, mobile users spend more time on your site. The number of daily installations and the sources of such installations
  • Marketing campaign evaluation
  • Marketing campaign evaluation

Using NPS, for example, you will be able to identify how many users appreciate your app or a feature, however if you do not use NPS, you will have to examine the feedback for common themes such as: are many people talking about bugs or dissatisfied with how sluggish the app is, and similar. Pointillist.com is the source of this information. In order to encourage users to provide constant feedback, feedback channels should be included within the app experience. Create a schedule that is triggered by a user’s activities and then implement it.

  1. You should ask them to update their review after three months of active use.
  2. You will be able to change your product plan as a result of this.
  3. Pinterest.com is the source of this image.
  4. By listening to your users, you can make improvements to your app that will benefit all of your users.
  5. Before beginning the real data collection, specify the purpose and take into consideration the functions and expenses associated with developing the feedback form; strive to be as precise as possible in defining the feedback data entry, timing, and frequency.
  6. During the feedback gathering process, express gratitude to your users for their input and notify them of recent enhancements and changes.
  7. By following these steps, you can create a feedback mechanism that demonstrates the worth of your product while also providing people with useful information about it.

11 Best Mobile In-App Feedback Tools

In-app feedback, often known as user input, is an important component of any app development process. As a developer, you learn about the issues in your app, what consumers desire, and how your app may be made better in the process. Thanks to the in-app feedback feature, you can now provide your app users with the option of sharing their experiences in real time. In other words, in-app feedback is a feature that developers have implemented in order to streamline the feedback process and reduce the amount of time it takes to get input.

Consider the scenario in which your app does not provide an in-app feedback option.

Users, on the other hand, will contribute input through other venues such as social media.

Bad reviews, especially those posted on social media sites, can be detrimental to the app’s reputation. Because social media networks such as Facebook have a user base of 2.8 billion people, you would surely not want your app to be trending with unfavorable reviews on one of these platforms.

What kind of smartphone software uses in-app tools?

There are many different sorts of smartphone-based applications that make use of in-app feedback mechanisms. We’re going to go through them in more detail before getting into the meat of the conversation.

  • Websites that are scalable for smartphone devices are known as mobile websites. Android, iOS, and Windows native apps are smartphone applications that are tailored for individual operating systems such as Android, iOS, and Windows. These internet-based mobile apps open a browser within the app in order to do any activity
  • Native apps with webview

What is in-app feedback?

In-app feedback tools are utilized to give a quick and easy way for app users to provide feedback to developers. With the in-app feedback method, the user may rate or send comments straight from the app interface, which saves time and effort on their part. For example, instead of requiring customers to visit app stores in order to provide feedback, you might provide them with a shortcut so that they do not have to go through the lengthy process of launching different programs. Consider the case of Uber.

Through the use of this in-app feedback mechanism, Uber is able to maintain track of the overall quality of its services based on the rapid feedback that riders provide.

Importance of collecting in-app feedback

As previously stated, in-app feedback features are utilized to optimize the amount of input received for your smartphone application. Additionally, you will find a few things that will help you understand the significance of in-app feedback features. 1-In-app feedback features expedite the collecting of customer input. As the process of providing feedback becomes more convenient for users, user satisfaction rises. Bug reports are generated in real time and with pinpoint accuracy. 4- An understanding of how consumers interact with the app

What are the best tools to collect in-app user feedback?

It might be difficult to decide which one to use! You will need to select the most appropriate tool in order to develop an effective feedback system. You must also make it easy for the user to submit feedback by incorporating it within your application. Isn’t that what it’s all about, to get people to do things? Moving on, we’ll go through a variety of in-app feedback methods that you may use to provide feedback. These tools have been chosen based on their popularity among the best app development businesses in the United States of America (USA).

1. Qualaroo

Qualaroo is a one-stop solution for all of your survey needs, whether they are for a mobile app, website, product, or email campaign. As an in-app feedback mechanism, it provides a significant amount of competition to its competitors. It is possible to develop and incorporate in-app survey popups or NudgesTM in both iOS and Android mobile applications. Rich capabilities such as 12+ question kinds, branching questions, sophisticated targeting and other options allow you to ask the right questions to the correct audience at the precise time.

With this rapid feedback tool, you can ensure that your users do not have to go through a time-consuming and inefficient process to share their opinions.

Its low learning curve makes it an excellent alternative for collecting user data for app optimization, experience management, marketing research, design enhancement (including lead generation), and lead generation (including lead generation).

Bonus Check out this article: Best Lead Generation Tools.

2. ProProfs Survey Maker

Proprofs Surveymakertool enables you to collect in-app feedback from your users in an engaging manner using several methods. Engage your app users and boost response rates on your survey campaigns by creating tailored in-app surveys, scored quizzes, exams, personality evaluations, one-click polls, and other interactive features. Additionally, the in-app feedback mechanism, which is connected with your smartphone app, may assist you in collecting reviews and ratings for the app store in a shorter amount of time.

The extensive reporting area makes it simple to assess the effectiveness of your survey campaign.

In addition to being simple to use, the tool generates highly relevant findings that may assist you in better understanding your customers’ interests, preferences, and pain points in order to enhance the app and increase conversions.

3. Apptentive

Among those working in the app development sector, the Apptentivein-app feedback tool has an outstanding reputation. The tool has a 90 percent customer response rate as well as a 70 percent greater retention rate of 90 days when compared to other mobile apps of similar functionality. Furthermore, the feedback tool provides you with a full understanding of the users’ behavior, which makes the feedback process much easier. Startups or developers may use this tool to enhance the quality of their apps with the aid of focused user feedback.

To collect feedback data, the tool makes use of a variety of tools, including a rating system, feedback questionnaires, notes, and message centers, among others.

4. Doorbell.io

Doorbell is a customisable feedback app that can be put on your app or website in less than 2 minutes, depending on your needs. The tool is capable of connecting with more than 30 different services, including Asana, Slack, Front, Woopra, Jira, and Salesforce Desk, amongst others. You will receive immediate feedback as a result of using the tool. Every time a user offers feedback, the tool will send you an instant alert so that you may answer as soon as possible. “We’ve been satisfied customers for quite some time, and this is an excellent product.” However, it is the convenience of use and outstanding customer service that distinguish Doorbell from the competitors!” – According to David Pasztor’s review (Founder of UX studio and UXfol.io) Doorbell provides several methods for managing feedback, including e-mail, the dashboard, the Doorbell Android app, and Slack messaging.

After you begin using Doorbell, you will realize that it was created expressly to make the user-feedback process more convenient for both users and developers.

Doorbell also has a fantastic support service that is accessible 24 hours a day, seven days a week to assist you with any tool-related concerns. Bonus Check out these 30 Best Website Feedback Tools.

5. Instabug

Besides just connecting with an app to collect user feedback, Instabug offers a variety of other features. Instabug may also discover and notify bugs to the user as a result of its integration with the application. Furthermore, in order to avoid accidents, the program has the capability of generating crash reports. With Instabug, you can conduct surveys or implement feedback systems to find out what your app users think about your product or service. Instabug can give you with thorough information whether your app is in the production stage or the beta stage.

With the use of customised survey questions, you can determine whether your app is lacking in any particular area, or whether your competitors are providing a superior product.

The results of these surveys and app rating systems will also provide you with information on potential user loyalty measures.

6. Uservoice

In 2008, Richard White, Lance Ivy, and Marcus Nelson came together to form Uservoice. In order to establish the organization, considerable consumer research and understanding were carried out. In UserVoice, we have a product feedback management system that gives you with real-time feedback, including information about the user’s activities before leaving feedback, during the feedback, and after providing feedback. The FullStore connection provides you with a complete understanding of what your consumer was experiencing prior to giving feedback on your site.

Additionally, you may look at the list of different feedback sessions conducted by Uservoice using the FullStory connection to have a better understanding.

7. HelpShift

It is made possible with this chat integration feature that your app users do not have to exit your app in order to provide comments or seek for assistance. It gives customers with feedback in a conversational tone, thanks to machine learning, allowing for more tailored responses. Assistance with customer support may also be provided by automated bots, which Helpshift can integrate. Bots that are pre-built template bots are readily available for integration into mobile applications. Furthermore, in order to better serve a broader spectrum of consumers, these bots are capable of speaking in more than 180 different languages.

Make sure that the “On” switch is turned on for FAQs in each language in order for them to be published.

8. Survicate

Surivcate has been providing feedback services to the app industry since 2013, making it more easy for app consumers. More than 500 customers, including companies such as Atlassian, NGINX, and Sendgrid, use the services provided by the firm. Furthermore, the tool serves as a link between the app’s creator and the app’s users. Survicate provides a variety of in-app feedback connections for mobile applications. Feedback can be collected in the form of stars, emoticons, questionnaires, and other forms of expression.

Survicate allows you to add surveys into your website in the form of a fullscreen or a chat box. Furthermore, these surveys do not need frequent updates, the exiting of the app, or the relaunching of the app. Related Check out this article: Best Online Survey Tools Software.

9. PollFish

Pollfish includes a large number of surveys that may be used to capture user feedback directly from the app. The tool provides survey services that are personalized and mobile-optimized for usage with actual consumers. In this way, you can be certain that the insights you gain from this tool will be reliable and based on real-world information. Today, Pollfish is proudly supporting the app business with 140,000 app partners, 550 million+ users, and customers in more than 160 countries. The most appealing aspect of Pollfish is that it may be used even if you are a start-up with a limited budget.

In addition, the integration procedure is not a frantic one.

You may also integrate Pollfish with an existing survey tool within your app, which can save you time while also providing you with superior information.

10. HelpStack

HelpStack is a free open-source library of code that you may incorporate into your mobile applications. The in-app feedback procedure is made more easy by the readily available customer assistance function. Customer service representatives can take notes on glitches or problems and submit them straight from the screen in the event of a malfunction. Additionally, an integrated chat feature is provided for you to engage in real-time talks with the user if you so want.

11. SurveyMonkey

SurveyMonkey has been in business since 1999, catering to the survey needs of a wide range of clients and industries. You may use SurveyMonkey to gather company data, demographic data, consumer information, and a variety of other types of information. SurveyMonkey has recently expanded its services to include the app development business. With the introduction of its new SDK, the tool is now ready for app integration. SurveyMonkey can be integrated into your mobile applications to gather feedback and ratings, among other types of information.

Depending on your requirements, the tool offers a variety of paid subscription options.

Business plans are broken into three categories: However, each plan offers a number of different levels, which allow you to separate features and pricing according to your personal preferences.

Conclusion

There is now no such thing as a flawless app available on the market, nor will there ever be! However, having an app that provides people with exactly what they are seeking for may be quite lucrative. Now, that can only be accomplished through communication with the audience. When it comes to duties such as mobile application maintenance, feature upgrades, rating improvement, and other similar chores, real-world user feedback may be quite beneficial. Using the features indicated above, you may make the app more user-friendly, as users will no longer be required to exit the app completely in order to switch between retailers to submit evaluations.

Moving ahead, I recommend that you concentrate on the unique selling points (USPs) of these in-app feedback tools, as not every tool will offer capabilities that are appropriate for your mobile applications.

Bonus Read

  • The best tools for gathering customer feedback
  • The Best A/B Testing Software
  • The best Conversion Rate Optimization (CRO) tools are listed below.

Description of the author– Andrea Laura is a highly creative writer and active contributor who enjoys sharing interesting news or updates on many themes and bringing fantastic information to her readers. She has a passion for writing and enjoys being a part of the writing community. Andrea enjoys writing and as a result, she has come up with a variety of intriguing themes and information that entices people to read the remainder of her article. Her writing has appeared on a number of popular websites and blogs.

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We offer the most flexible user researchfeedback survey platform available anywhere in the globe, beginning at $0 per month.

How to Get Customer Feedback (15 Tried & Tested Methods)

You may find it tough to understand what your consumers are thinking and feeling. Perhaps your new product isn’t going as well as you had hoped, or perhaps your big holiday sale was a complete failure. Every business experiences a bad day now and again. Why is this happening, you might wonder. Starting gathering feedback from your clients will allow you to answer that question (and a slew of others) more effectively. You’ll discover a whole new universe of knowledge about how to meet the demands of your clients if you’re successful in gathering this information.

It will aid you in the development of your ideal customer feedback approach for your company’s operations.

The 4 main methods of collecting customer feedback

We’ll start by talking about the foundation of every customer feedback strategy: the four primary techniques of gathering consumer feedback (see below). Let’s see what happens!

1. Surveys

Consumer feedback surveys are by far the most well-known form of gathering customer input. The results of a survey might provide you with precise input on topics that you wish to focus on. Create questions that will allow you to obtain client input on issues that are relevant to the problems your company is facing. Additionally, using free technologies like as SurveyMonkey, Google Forms, and Typeform, it is quite simple to implement surveys. Customer surveys, on the other hand, have certain disadvantages.

They’ll almost certainly be clicking their answers more or less arbitrarily by the time they get to the end of the quiz.

Only include feedback survey questions in your survey that you truly require the responses to.

2. Feedback boxes

Comments boxes make it simple for you to receive feedback while without interfering with your visitors’ purchasing experience on your website. These are one-question forms that should be posted in a prominent location on your website. While surveys capture the client input you ask for, feedback boxes might provide you with information you didn’t anticipate. Customers, for example, may use a feedback box to report bugs and other issues with their customer service experience, for example.

This informs you of issues that might otherwise go unnoticed if you conducted a survey. As an illustration, Kissmetrics utilized an open-ended question to ask users what changes they would want to see implemented to their website:

3. Reaching out directly

When it comes to obtaining high-quality client feedback, low-tech options are sometimes preferable. Calling your consumers, sending them emails, and setting up meetings with them are all excellent ways to gather feedback in person from them. You can gain more insight from a basic discussion, such as verbal and non-verbal signs, than you would from a survey, which is why simple conversations are preferable.

4. Checking heatmaps

As an alternative to directly asking your clients for their opinions, you may observe their behavior. Aheatmapprovides you with a graphical picture of how your website visitors interact with your site. Tracking tools, such as Hotjar, keep track of:

  • What portions of your website visitors are viewing
  • Where they are clicking
  • And where they tend to get stuck are all important factors to consider.

On the basis of the information displayed on the heatmap, these tools assist you in improving the user experience. Streamline the navigation on a particular page if visitors to your website frequently become stuck on a certain page. Alternatively, you might delete and rearrange areas in order to deliver greater value to your clients. When a corporation leverages and monitors a visitor’s actions in order to collect feedback, they have access to information that they would not have otherwise gleaned from the interaction.

15 tried and tested ways to get customer feedback for your business

When customers abandon their shopping carts, it is one of the finest opportunities to obtain customer feedback. ecommerce sites, in fact, experience a cart abandonment rate of roughly 68 percent. As a result, you’ll have a plethora of possibilities to get feedback from customers. And by taking action on the input you get, you may lower your cart abandonment rate while simultaneously improving your conversions and profits. It is possible to utilize a popup with a tiny textbox to allow consumers to explain why they did not complete the checkout process.

The following are examples of typical answer options:

  1. Costs that were not anticipated or were added at the time of purchase
  2. The procedure was taking too long
  3. I found a better offer at another location. They are not satisfied with the delivery choices available to them

Use an exit-intent popup from OptiMonk to snag clients and collect vital feedback just as they are about to leave your website.

2. Ask for feedback right after a purchase

Another excellent suggestion is to solicit feedback from clients immediately after they make a purchase. When you receive consumer feedback at this level, you can be confident that you’re developing a strong relationship that will turn a one-time buyer into a devoted customer. When your customers contribute to a brand or store that they adore, they will feel appreciated. Customer satisfaction is also higher among those who have recently purchased something. They’re more receptive to ideas and suggestions.

Take a look at the following illustration. It will give you a discount of 20% off your future order in return for your evaluation. Customers will be more likely to answer your questions if they receive a discount, which will increase the likelihood of them becoming repeat customers.

3. Use icons to make it easy to leave feedback

Not everyone has the time or inclination to participate in lengthy questionnaires regarding their online experience with your company. A simple technique to improve your response rates is by incorporating clickable symbols that allow consumers to express their emotions. You can immediately ascertain how your consumers are feeling by asking them. Obtaining a large number of rapid responses might assist you in identifying issues that affect all users. Popups from OptiMonk allow your visitors to provide feedback in a quick and simple manner.

4. Get feedback from a live chat session

Visitors who have just sought assistance from your live chat may provide you with immediate feedback on your customer service. In the event of a dissatisfactory encounter, taking fast action might assist you in regaining your customer’s confidence. Keep in mind, though, that both good and negative feelings will be amplified immediately following their live chat session. As a result, the information you gather will be extremely raw and accurate. This feedback might contain simple questions such as whether or not their conversation experience was beneficial or detrimental.

5. Provide dedicated customer feedback forms

Provide your consumers with a separate feedback email address where they may communicate their criticisms and complaints, at the absolute least. Customers will know where to write an email if they have an issue as a result of this easy step, which will increase their faith in your company. By creating a separate customer feedback form, you may go one step further in addressing this issue. You can direct website visitors via a brief survey in order to determine the nature of their problem. Consider including an open area so that users may report issues with your site that you may not be aware of at the time.

This will have the most significant influence.

6. Measure your customer service performance

After a customer’s complaint ticket has been handled, send them an email survey to gauge their satisfaction. Inquire as to whether or not your consumer was happy with their customer service encounter. You may also inquire as to whether or not they were satisfied with your customer service staff. When there are only a few questions, these kind of surveys are effective. One straightforward way is to just ask your clients to assess their whole experience on a scale of one to five. Client satisfaction ratings can provide insight into your overall level of customer satisfaction.

7. Use NPS to evaluate loyalty

The Net Promoter Score (NPS) is a measure of customer satisfaction that determines how probable it is for your customers to suggest your brand to a friend or colleague. A scale of 1 to 10 is usually used to rate their responses while answering a topic.

Researchers discovered that organizations with the highest net promoter scores (NPS) in their industry outperform their competitors by at least a factor of two. OptiMonk’s NPS sticky bar may help you determine how passionate your consumers are about your products or services.

8. Use email surveys for new customers

Post-purchase email surveys provide an opportunity to get feedback on the complete buying experience—from the search through the shipment and delivery. It is essential for first-time buyers since it provides you with the opportunity to learn about and rectify any difficulties they had during their initial purchase. Repeat consumers should not be subjected to a survey after every transaction since it can soon become irritating. Sending out surveys may be accomplished through the use of programs such as SurveyMonkey or Survey Anywhere.

  • What elements influenced your decision to shop at our establishment?
  • Price, availability, free delivery, and more options are available.
  • Search engines, customer referrals, social networking sites, comparison sites, blog posts, local listings, and other internet advertisements are all possibilities.
  • Products/Services: What did you think of our product/service after utilizing it?
  • Choices include: high/low quality, high/low price, performance in comparison to expectations, and so on.
  • Generally speaking, how easy was it to buy our items
  • Overall service
  • Website navigation, ease-of-use, availability, customer service experience, delivery time, communication quality, and so on are all options to consider.

It is important to emphasize that comments should be directed toward customer pleasure rather than cross-selling. Customers may feel taken advantage of if this is not the case. Once you’ve gotten some answers, you may post any favorable comments on your website or social media accounts (with permission). These will make the consumer feel important and appreciated.

9. Monitor social media channels

Companies are increasingly concentrating their efforts on social media since it may serve as a vital source of client feedback. Facebook, Twitter, and LinkedIn are the most widely used social networking platforms in the world. On social media, bad remarks and word-of-mouth travel at breakneck speed. As a result, it is critical to reply to concerns as soon as possible. Tools such as HootSuite, Klout, and Social Mention can assist you in keeping track of what is being said about your company in real time.

Client feedback on social media requires committed resources, such as a combination of your in-house personnel and a third-party support team, to effectively gather and respond to customer feedback on the platform.

10. Create an online community

Instead of simply collecting comments from social media, why not establish your own network? Create a forum section on your website or a Facebook group to receive valuable comments about your company’s products and services. Keeping in mind that such communities require constant monitoring and, in the best case scenario, a full-time moderator, is essential. The following are the moderator’s responsibilities:

  • Participating in new talks
  • Moderating existing ones posting and updating content on a regular basis Responding to comments, among other things

Tools such as Get Satisfaction and UserVoice assist in the development of communities and the facilitation of debate between consumers and companies. Giving your consumers a venue in which to voice their opinions also provides them with an opportunity to meet other individuals who share their interests. This contributes to increased user engagement and the strengthening of your relationship with your clients. You may even encourage people to share their own personal experiences, photographs, and videos with others.

11. Monitor feedback on other sites

The amount of attention your company receives outside of the most popular general social media sites may surprise you. High-quality comments may be found in a variety of places, including media coverage, blogs, local listings, and internet forums. This has an impact on how people perceive your company. Customers who are dissatisfied with your company’s performance are more inclined to express their dissatisfaction on these sorts of forums. One of the difficulties is locating all of this community comments.

All talks about a brand are tracked across all platforms with this tool.

It is mostly concerned with local listings, such as reviews and ratings.

There is a database that maintains track of who is discussing your brand, as well as any mentions of your rivals’ brands. In the video below, you can watch us configuring our Google Alerts by selecting our preferred source and language.

12. In-app feedback

The amount of attention your company receives outside of the most popular general social media sites will surprise you. It is possible to find high-quality comments through media coverage, blogs, local listings, and internet forums. Because of this, your brand is viewed differently by others. Customers who are dissatisfied with your company’s services or products are more inclined to express their dissatisfaction on these sorts of discussion boards, as well. Finding all of this community comments is the difficult part.

All talks about a brand are tracked across all platforms using this technology.

Review and rating information for local businesses is the primary emphasis of the site.

You can use it to keep track of who is referencing your brand, and it will also catch up on any mentions of your competitors.

13. Use Facebook reactions

When Facebook introduced new ways for users to connect with material beyond the usual like and comment, it opened the door to a whole new universe of opportunities for receiving feedback on social media. Because of these emotions (such as “love,” “haha,” “wow,” “sad,” and “mad”), firms may receive quick feedback on current or even prospective items. Additionally, the comment areas are regularly populated. A significant number of consumers will follow their reply with a written statement.

14. Ask for feedback on the order confirmation page

Your purchase confirmation page is an excellent place to solicit feedback from customers regarding their online purchasing experience. Inquire as to whether clients encountered any difficulties navigating the website and locating the necessary goods, whether they were satisfied with the selections provided, and so on. Question length should be kept to a minimum. This feedback may be a valuable source of information and can play a key part in the improvement of the usability of your website.

15. Offer a prize or gift

Generally speaking, generating favorable feedback is really tough. After having a negative experience, customers are more likely to share their thoughts with others. You may overcome this problem by providing consumers with rewards in exchange for providing feedback. Free delivery, discounts on future purchases, free samples, gift cards, and other incentives can be given as gifts. The award should be of significant value to the consumer. When using this strategy, one of the few hazards you have is that your clients may perceive it as a “bribe.” Maintaining the tone of your email or survey as a sincere attempt to enhance customer service can help to mitigate the danger.

What to do with customer feedback

It’s just half the fight if you can figure out how to gather feedback from clients. Once you’ve obtained something, you must be able to put it to use. Are you staring at a massive file that has both negative and good client feedback? That may be really stressful. However, after you’ve devised a strategy for categorizing the information, it’ll be lot easier to sort through all of the information. For example, you’ll want to keep product input distinct from criticism on customer service or the design of your website, among other things.

  • Every item of feedback will prove to be beneficial as long as it is received by the appropriate person.
  • Finally, if several consumers express dissatisfaction with the same product or service, this is a red indicator.
  • Many consumers who aren’t complaining will be facing the identical problems as those who are complaining.
  • There are several enhancements that you may make to a product or service that you might not have considered on your own.
  • Once you make the decision to solicit client input, you’ll be astonished at how many fantastic ideas will come your way.
  • In order to get the greatest outcomes, gather many sorts of client feedback and incorporate what you learn from each into your strategy.

Begin by setting creating a survey or using one of OptiMonk’s customer satisfaction popups to gather feedback. Let us know in the comments the recommendations you find useful and how they are working out for you and your clients!

Nikolett Lorincz

When she’s not working, Nikolett is studying to be a Digital Marketing Specialist at OptiMonk. In her spare time, she is fascinated by content marketing and enjoys developing instructive material for marketers and ecommerce companies. She is a firm believer in the significance of quality above quantity in all aspects of life.

See also:  What Should You Look For When Choosing A Shopify Theme? (Perfect answer)

How to get app feedback from your users

Many businesses who do not have a mobile application are missing out on vital client input. Find out how you can use a mobile app survey to engage with consumers and gain their feedback. As the customer journey becomes more and more digital, your mobile app should be a critical channel that supports your company objectives and objectives. You will be able to reach out to your consumers more simply and gain vital information into their shopping experience. Improvements in conversion and expenditure, as well as improved customer loyalty, result in a direct financial advantage to your bottom line – mobile applications are anticipated to produce $189 billion in revenue by 2020 alone.However, remaining on top is more difficult than it appears:

  • More than a quarter (25 percent) of the mobile applications downloaded worldwide in 2019 were used only once
  • Upon installation, your app joins an average of 80 other applications on a user’s smartphone, placing it in direct competition with the 9 apps that are used on a daily basis. The mobile app industry is also rising – 258,2 billion applications will be downloaded by 2022, an increase over the previous year.

Another issue is to make the app work for you by getting into the heads of your clients, which may be accomplished by soliciting their input.

What are mobile app surveys?

Using a series of questions, a mobile app survey may be used to gather feedback from users about your app, your service, or your brand. The results of the survey can be used to improve your app, service, or brand. A mobile app survey may be used to analyze features or the user journey of a customer’s mobile app. It provides you with information on what works and what doesn’t, which may lead to new updates or versions – and, ultimately, a better experience for you. For a business, a mobile app survey provides the piece of mind that comes from understanding how your channel is being perceived by the client and how to improve it.

Why get survey feedback through your mobile app?

It is possible to study the performance of an app using an email or an online poll, but it would be more useful to do the investigation using the app itself. In this method, you’re meeting the user where they’ve already established themselves.

1) It’s easier to connect with your customers on mobile

However, although mobile internet usage is on the rise, desktop internet usage is continuing to decline. Because many of your customers prefer to access the internet via their mobile devices, you should utilize your mobile app to channel requests for feedback to the appropriate departments. As a result, you’ll be able to meet your clients where they spend their time, which will result in increased response rates.

2) You get real-time feedback and can measure the app’s performance

Apps account for 90 percent of all mobile time spent by users worldwide. In fact, the average American checks his or her phone every 12 minutes. This implies that you won’t have to wait long to get real-time results from your mobile app surveys as they are submitted. Make sure that consumer input is taken into consideration in order to keep your users on your app. If customers perceive that their actions inside your mobile app have enhanced their customer experience, this will aid in the development of experiences that keep them engaged.

When you have additional user data to pull from an app’s activities, you can use that information to monitor key performance indicators (KPIs) to determine whether or not the app is working successfully.

3) App personalization

Your consumers are the only ones who can tell you the features they would like to see in the app and how you can improve the overall experience for them. Instead of making informed assumptions about what consumers want, you may add or alter features based on what they actually want, if you ask for input. The ability to customize an app for each unique user will make them feel appreciated as well, and a better experience will lead to them spending more time on the app overall. Additionally, you may customise your survey request based on what you know about the client from their prior behavior or their entire profile information to ensure that they get it.

4) Let your customers know that you are listening to build up trust and customer loyalty

A better bond of trust is established when clients believe that you are listening to their concerns. As a consequence, consumers are more confidence in providing you with feedback since they know that it will have a concrete impact. Furthermore, users who feel more linked to the app’s brand will benefit from this feature. Is it possible to acquire and use consumer information to your advantage? Learn more and obtain a copy of our eBook. Organizations that have perfected the customer experience grow at a rate that is 4-8 percent faster than the market average.

What types of insights can you gather?

Create a mobile app survey and you will reap the following two major benefits:

1. You can gather feedback about the app experience

Customer feedback is extremely valuable, and if you are not collecting it through the app, you might be losing out on valuable information about its performance. By asking the following questions, you can keep track of and enhance the app:

Does the app do what you want it to?

Customer expectations must be met, and if a customer has an expectation that cannot be met by the present version of the app, it is critical that the company be aware of this before it is too late. You will be able to take measures to guarantee that the necessary changes are included in the next app release.

Does your app do what it says it will?

The topic of whether or not to ask for feedback on the app itself sounds like a no-brainer, yet many businesses do not. Customer churn is a risk that may be avoided by ensuring that the application meets customer expectations. Use the input you receive to consistently enhance your offering and remain competitive. If it isn’t, don’t worry.

How can we improve the app?

This question is intended to elicit comments on areas that want improvement. When mobile applications are published, defects are almost always present (even if the app is reviewed by the most experienced UI/UX team). Customers may be the first to discover problems, so providing them with a means of reporting them will allow you to address issues more quickly and effectively. Users should be encouraged to include screenshots as well, so that you can see precisely where the problem is occurring.

This avoids asking consumers who are new to the app or who may not have had a lot of time to properly explore the app to provide feedback.

Do you like our app?

By completing a product or service app review, you may solicit comments from other users. While customers are using your app, you might inquire as to whether they would suggest it to others. If they respond affirmatively, you may follow up and request a review on the app store. If consumers give your app a good rating, this will lead to a boost in app downloads as well as increased awareness of your brand and other services.

2. You can gather feedback through the app to understand the wider customer experience

Make use of your mobile app in conjunction with your other platform channels to have a better understanding of how your customers are reacting to your brand and the whole customer journey. Take stock of your clients’ levels of satisfaction by asking them the following questions:

Would you recommendto a friend?

It is possible to evaluate how much customer loyalty you have by asking the popularNet Promoter Score (NPS)question “how likely is it that you would suggest our product/service to a friend or colleague?” After a consumer has used the product, you can ask them about their overall satisfaction by using a pop-up poll within the app. It is possible that this quick automated approach will result in a greater response rate because customers’ experiences are still fresh in their thoughts immediately after using the app.

How satisfied were you with?

Businesses want to know that their consumers are pleased with the products and services they provide, and it doesn’t hurt to check in with them through all of the channels accessible to them. It’s possible that consumers choose to provide feedback through the mobile app rather than other channels. Knowing how people feel about the company will help with product creation, business planning, and decision-making in the future, among other things. You may also concentrate on specific aspects of your product or service, particularly if this is a key selling feature or if it is what the buyer would be most likely to encounter first.

What was your experience of the event’s?

You may utilize the mobile channel to get input on the overall success of a larger corporate event or other similar occasion when your app and other marketing channels are used to support the event or other similar occasion. During a football game, for example, you may be asked certain feedback questions on the full event experience, such as:

  • In what way was it simple to get inside the stadium? What level of satisfaction did you have with the food and beverage selection? What aspects of today’s event would you have changed?

You may also be interested in learning how much the mobile app experience contributed to the overall enjoyment of the event. As part of your marketing plan, if your clients preferred utilizing the mobile app over other media, this might be boosted and maintained in order to promote such events in the future.

How are you finding your new phone?

With this question, you may learn more about your customer’s entire experience and determine whether or not the mobile app environment is ideal and operating properly. Your understanding of how their device is utilized, as well as the influence that the phone’s performance has on the use of your mobile app channel, might be enhanced by this input.

Using this information, you can better plan the integration of your mobile app and how it will fit into the entire mobile user experience of your target demographic.

3 ways to collect feedback within the mobile app experience

Feedback surveys can be added to the app’s settings or menu to collect user feedback. This may be particularly useful for doing user research for app concepts and new features, for example.

Example: How the Utah Jazz use app feedback

As opposed to just asking for general input, the Utah Jazz asked a specific inquiry concerning the customer’s seating arrangement. They were able to obtain enough replies to answer their query without burdening their clients with a long survey during the game as a result of this strategy. Using slide outs, pop ups, and menu links to surveys, for example, allows you to be more creative with where you position the link. Aside from that, you may send out an email survey or urge individuals within the app to rank order the features they find most important and which ones they can go without.

2. Post-purchase feedback

Feedback from a single client at the time of delivery or immediately afterward is beneficial in increasing the lifetime value of the customer and generating additional product reviews, as well as increasing the lifetime value of the customer base. Because they’ve made a purchase, the dialogue shouldn’t come to an end. Ensure that they are completely delighted with their purchase will result in increased client loyalty. You may ask them if they’re pleased by sending them an in-app notice through the app.

It’s also vital to be on time, because you don’t want to deter clients from making a purchase or completing an important transaction.

3. Customer support chat in-app

People may provide comments or get their questions addressed quickly and easily using in-app chat because they can do it from any location. It’s also more convenient and quicker than picking up the phone or sending an email and waiting for a response to come through.

Example: How Zillow uses in-app chat

With their in-app chat feature, Zillow does an excellent job of engaging with its users and allowing them to express comments. After the discussion, do a customer satisfaction survey to see how happy clients are with their purchase.

Take action on the insights you learn

It is not enough to just collect feedback through your app’s feedback channel. You must take action in order to see the benefits you desire, such as improved client loyalty, more usage, higher download rates as a result of positive customer evaluations, and so on. Here are some examples of what you could do with the information you’ve gained:

  • After you have completed the data collection, assess the survey findings, and begin obtaining consumer insights, you will be ready to go forward. Test different call-to-actions and surrounding text to evaluate whether changing call-to-actions or surrounding text has a greater influence on survey open and completion rates. Compare your app channel insights with those from other marketing channels to acquire a better understanding of how your consumers utilize your channels and how you can improve each channel to interact with them more effectively. Other survey techniques and channels should be used to complement the in-app mobile surveys in order to provide a more complete picture and see if the findings are consistent across different survey methodology.

What can you do to enable mobile app surveys?

Has the thought of including a pop-up asking for feedback in your app crossed your mind, but you weren’t sure how to go about it? For today’s always connected customer, an engaged and meaningful experience is not only desired, but it is also expected to be provided.

In addition, Qualtrics now offers a mobile software development kit (SDK), which allows companies to gather feedback directly within their apps, rather to having users exit the app and utilize the mobile browser. You can do the following:

  • Create branded customer feedback experiences that originate straight from the brand’s own mobile app in a short amount of time. Design the user’s feedback experience, and refresh the design and feel of the website. Take command of a large number of targeting triggers in real time

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