Your favourite way of getting feedback from customers?
Lara Tankal
49 replies
All options have pros and cons; some are more convenient, the feedback you get with certain ways are more accurete and genuine, some are just complicated to manage.
What are your experiences?
Replies
Luca Micheli@luca_micheli
Customerly
We use a mix of face2face questionnaires and customerly in-app surveys. The first is super qualitative, and the second gives us a sense of our customer base quickly.
Share
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Further
@iamarnob6543 Looks like a great product! I'll definitely check it out. Will you be launching on PH or have an upcoming page?
in-app live user interviews via my platform https://www.prepxus.com
Voiceform
I may be bias, but we use voiceform.com. An easy way to collect and analyze text and voice based customer feedback. Think of the scale of a survey and the quality of a customer interview.
Further
@phil_brook Haven't heard of it before, definitely will be checking it out. It seems to provide a common ground between F2F and written feedback.
Producter
Hey, I recommend checking out the producter ( https://producter.co/ )!
You can collect your feedbacks from 4 different channels and manage them on a single monitor, or even turn them into tasks and use them with your team 🚀
I'm here if you have any problems 🙌🏻⚙️
The Ultimate Skill Extractor by Further
As a product designer, I love to meet with users face-to-face and in online meetings to hear their feedback. Users also love this close communication as I've observed 😊 However, it requires a good preparation before the meeting and hard work after you get the outcomes.
@aleynacatak What's the best way to setup these meetings?
Split between F2F and in-app messaging...although one thing I like about in-app messaging is that it feels like people are more likely to tell you how they really feel compared to F2F
Most of the time it's Face-to-Face Meetings, nothing can beat the connect a PM can establish with their customers while taking feedback. I have a lot of the time channelized them through Support Mails/chats.
From my perspective In-App messaging also plays an important role if feedback has to be collected at the micro level but at scale.
It really depends on the bandwidth, the granularity of the feedback, and the scalability of the feedback channel, I tend to use a mix of all except Social-Media.
GETitOUT
As a UX/UI designer, I find that meetings give a sense of honesty, courage, and spontaneity. You can see their faces, their emotions, their ideas right now, they definitely can't lie.
A meeting generates a personal connection, they will not be friends, but this brings us closer, much like when you meet a person on the bus or in the park, this offers pure conversation and loyalty. 😊
Collato
For the upcoming features&pages mostly through user testing, F2F and for the existing ones, in-app messaging is working effectively in my experience.
Further
@kartal_erkoc1 I do agree that it is a good idea to split the areas you want ta get feedback and assign different types of communications accordingly.
WorkHub
You can ask for customer feedback in the email or ask them to leave a review online. This is the easiest way to get customer feedback. You can also provide them with a place to leave their feedback. It can be a Google form on the website or a specific review form.
Being able to get feedback face-to-face with your customer is invaluable! Strategic discourse helps get to the root of their feedback and better understand exactly what their pain points are so you can build a better product. I highly recommend reading The Mom Test by @robfitz to improve how you get more constructive/ honest feedback from your customers
I think direct chat would be a nice way to ask someone and give him/her the feedback.
AI Link Manager
Nothing better than F2F, but at Scale better to set the feedback loop inside the product at key intervention points.
@saurabhwadhawan Is there anyway to know , how many F2F meetings are needed for a product?
I would opt for face-to-face meetings, this will show the customer that one truly appreciates him or her and understand their needs/feedback better
I love qual interviews - the richness of insights and flexibility to dig further into questions is unbeatable. However - I've also captured incredible insights from always-on systems like app store reviews, G2 reviews, and quarterly or 6-monthly quantatitve surveys. The ability to see patterns in a larger data set is a great complement to the qual rounds.
I prefer face-to-face feedback because it's more personal and I can get a better understanding of what the customer is trying to say. However, I also value customer feedback through surveys and/or emails because it provides me with quantitative data that I can analyze.
Further
@haroon_khan14 I agree.I find surveys quite useful, mostly because of the reason you've mentioned, quantitative data. It is also time-effective and easy to engage in the customer's end as well.
Ecomail Insights
As a customer support representative, we collected most of our feedback within customer support conversations and ratings. However, our team agrees that nothing beats F2F, since customers are usually way more open and the conversation can go deeper, which gives you not only feedback, but also specific reasoning behind it.
usertesting, userzoom, no substitute for talking to actual users tho